Director, Care Center Operation

Job ID: 242996
Location Name: CA-FSC SF Off (0174)
Address: 350 Mission St, 20th Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Digital/E-Commerce
Remote Eligible: Hybrid Schedule

Company Overview:

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us. We are united by a common goal - to reimagine the future of beauty.

The Opportunity:

FSC’s Client Services Center provides expertise in all areas that have a direct link to clients and their omni-channel interactions with Sephora. This includes providing exceptional service, creative solutions, product recommendations, and more! Client Services is continuously evolving with the goal of providing best-in-class service while ensuring operational efficiency through a fix-it-for-tomorrow attitude.

As the Director of Care Center Operations, you will be a driving force behind large-scale, strategic efforts to optimize vendor operations. In turn, your role is integral to our vision of driving cost-savings, by building and driving budgets, while ensuring clients receive the highest quality of service. You will address opportunities to strengthen the relationship between Sephora Client Services and our third-party vendors, leveraging key performance metrics to identify and action on opportunities to improve holistic performance. As the Director of Care Center Operations, you will be a main contributor to cross-functional successes, partnering with various Sephora departments to prove the legitimacy of, and advocate for, vendor investments and initiatives. Reporting to the VP of Client Services, you will be responsible for providing business leadership regarding workforce management, performance expectations, and other process improvements.

Duties & Responsibilities:

• Successfully manage our vendor teams through continuously revisiting / revising operational standards, ensuring the highest quality of service is delivered to clients
• Leverage strategic planning expertise to identify and implement cost-saving initiatives within the operation
• Identify and action on areas of opportunity through analysis of performance data, budgets, software metrics, etc. to support continuous improvement
• Facilitate change management processes as we work to up-level / introduce new operational practices and standards to drive efficiencies
• Guide and inspire Client Services, vendor management, and Sephora cross-functional departments to help build and maintain positive relationships, driving these individual entities towards common goals
• Guide and inspire Client Services, vendor management, and Sephora cross-functional departments to help build and maintain positive relationships, driving these individual entities towards common goals
• Demonstrate expertise in the financial components of P&L, providing valuable recommendations on opportunities to reduce spend
• Establish key performance indicators for our vendors, as well as provide the tools, resources, and information needed to support Client Services goals and objectives
• Validate identified performance trends, root cause analyses, and potential efficiencies so that action plans may be established to improve holistic performance
• Drive the negotiation of vendor compliance contracts, holding parties accountable to the agreed upon standards
• Assess complex, undefined problems and suggest / lead the implementation of solutions within the operation
• Serve as a liaison to key operational partners across the business, creating a better client feedback loop to drive business impact and the omni experience
• Partner on the conceptualization and implementation of large-scale, strategic projects that will positively impact both Client Services and our third-party vendors

We Are Excited About You If You Have…

• Experience
  • 10+ years in a contact center, customer service, production, or related environment
  • Experience growing and managing a team (this role will oversee direct reports)
  • Successful management of operational budgets
• Skills
  • Proven leadership skills, the ability to effectively coach & mentor
  • High critical thinking and problem-solving capabilities
  • Ability to make quick, creative, and appropriate decisions, remaining poised amidst a rapidly changing environment
  • Successfully prioritize and manage multiple responsibilities simultaneously
  • Strong attention to detail with exceptional verbal, written, and follow-up skills
  • Ability to flex with the business needs of a contact center environment, including potential early mornings, evenings, and weekends
  • Advanced proficiency in Microsoft Office applications - Word, Excel, PowerPoint, Outlook #LI-AZ1

The annual base salary range for this position is $170,000.00 - $190,000.00 The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job. Individuals employed in this position may also be eligible to earn bonuses. Sephora offers a generous benefits package to full-time employees, which includes comprehensive health, dental and vision plans; a superior 401(k) plan, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program. This job will be posted for a minimum of 5 days.

While at Sephora, you’ll enjoy…

• 
  The people. You will be surrounded by some of the most talented leaders and teams – people you can be proud to work with.
• The learning. We invest in training and developing our teams, and you will continue evolving and building your skills through personalized career plans.
• The culture. As a leading beauty retailer within the LVMH family, our reach is broad, and our impact is global. It is in our DNA to innovate and, at Sephora, all 40,000 passionate team members across 35 markets and 3,000+ stores, are united by a common goal - to reimagine the future of beauty.

You can unleash your creativity, because we’ve got disruptive spirit. You can learn and evolve, because we empower you to be your best. You can be yourself, because you are what sets us apart. This, is the future of beauty. Reimagine your future, at Sephora.

Sephora is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.