Address
Form of work
SalarySupport Center - Irving
The MakerPlace Operations Associate will be responsible for managing the day-to-day escalations process for our Tier 1 support team. In addition, they will oversee the seller vetting process, technical troubleshooting of Maker issues, and they will support the manager of the team with any additional operational needs they have. They will act as the subject matter expert for the MakerPlace seller’s platform. This individual will work closely with the MakerPlace team to provide a best-in-class experience for our MakerPlace sellers and the Michaels customers.
Major Activities
Oversee all escalations from the Tier 1 support team.
Manage seller vetting workflows.
Partner with IT to resolve open issues.
Monitor order and return SLAs for the MakerPlace Platform.
Oversee catalog operations, including class management and guides.
Collaborate with MakerPlace teams to address any violations with SLA and Policy Adherence.
Other duties as assigned
Minimum Knowledge/Skills/Abilities
Minimum Education
Bachelor’s Degree or equivalent
Minimum Special Certifications or technical skills
Proficiency in Microsoft Office (Word, Outlook, Excel)
Minimum Type of experience the job requires
1#43; years experience in the eCommerce operations environment.
1#43; years experience working with external parties.
Other
Exceptional verbal and written communication skills
Must be able to prioritize and effectively manage in a fast-paced, growing environment.
Preferred Special Certifications or technical skills
Basic understanding of developing operational reports.
Customer support management system experience (Salesforce, Zendesk, Desk.com, etc.)
Preferred Type of experience the job requires
eCommerce Experience is a huge plus
Range: 45,000.00 - 65,300.00 - 85,700.00 USD Annual
#LI-LS1
Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.
For 50 years, Michaels has been the best place for all things creative. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create. At Michaels, everyone has a seat at our craft table and every Team Member is encouraged to hone their craft with opportunities for personal and professional growth. From our Stores and Distribution Centers to Artistree and our Support Center, our best-in-class team is committed to delivering on our purpose to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,290 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace.
Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.
Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).
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