Sr. Operations Manager, Global Customer Service

Company Overview:

Zenni Optical, the world's leading online eyewear retailer, pioneered the industry in 2003 with a mission to make prescription eyewear affordable and accessible to everyone. Based in the San Francisco Bay Area, Zenni offers adults and children the freedom to express their personal style through high-quality prescription and protective eyewear curated with a sense for fashion and incredible selection. With over 55 million frames sold worldwide, the company has brought massive price disruption to the traditional retail model. Zenni is proud to be the Official Eyewear of the San Francisco 49ers, Columbus Crew and the Chicago Bulls. Zenni has worked with designers and tastemakers on curations and collections, including Keke Palmer, Iris Apfel, Cynthia Rowley and George and Claire Kittle. Zenni VR Prescription Lenses for Meta Quest 3 launched across the U.S., Canada, UK and Japan in October 2023. 

For more information, please visit zennioptical.com/blog/press/.

Position Overview:

Zenni is in search of a seasoned leader who epitomizes a "Customer First" ethos, blending hands-on experience, exceptional interpersonal skills, operational proficiency, data analysis acumen, and a resolute dedication to business advancement.

As the Senior Operations Manager, you will spearhead and optimize the day-to-day operations of our award-winning global Customer Service team. Your responsibilities will entail collaborating with both internal and external stakeholders to delineate business objectives, scrutinize and present key metrics, and propel Zenni towards achieving even greater levels of customer satisfaction and loyalty. With your assistance, Zenni aims to extend its streak of being recognized as America’s Best Customer Service by Newsweek for six straight years, setting our sights on reaching the seventh year with your invaluable support.

Reporting directly to the Director, Customer Service, you'll begin by offering guidance and mentorship to our worldwide team, overseeing crucial positions both remotely and at our recently established Center of Excellence in the Philippines. A dedication to customer satisfaction and a passion for Zenni's mission to provide affordable eyewear globally are key qualities for excelling in this role.

Requirements

What we want you to own in this role:

• Lead and optimize daily operations for a diverse global Customer Service team comprising over 300 support advocates and staff, fostering a culture of inspiration and empowerment to ensure prompt and accurate resolution of customer inquiries
• Collaborate with global teams to exceed business objectives, contributing to the definition and consistent achievement of operational Key Performance Indicators (KPIs) across all sites
• Develop a close understanding of the product to deliver high quality support via email, voice, chat, SMS, and social, as well as self-service 
• Forge strong partnerships with Business Process Outsourcing (BPO) partner, facilitating relationship building, performance evaluations, and program health assessments
• Oversee multiple functions within the CS organization, including: Workforce Management, Escalations, Online Reputation, and Optical Lab Support
• Drive a customer-centric mindset throughout the organization, prioritizing the delivery of exceptional service at every touchpoint
• Provide mentorship and guidance to team members, fostering continuous learning and development to uphold high-quality service standards
• Facilitate transparent communication channels, effectively disseminating key messages and managing operational-level customer service initiatives.
• Monitor customer satisfaction levels and escalations, ensuring timely and effective resolution of issues
• Utilize data analysis identifying opportunities to enhance efficiency and effectiveness
• Develop comprehensive playbooks, metrics, and contingency plans to guide day-to-day operations and respond effectively to various scenarios

Benefits

• A highly competitive base salary
• A great career trajectory in a stable, successful growing company. 
• Cutting edge projects with opportunities for growth and professional development
• Excellent health benefits that the company pays for and 401k company match
• Annual Zenni Gift Card
• Great Work Life Balance

As of 04/02/2024, the expected compensation range for this position is $150,000 to $175,000 USD. Actual pay within this range will be based upon several factors, including without limitation education, work experience, certifications, geographic pay differentials, market conditions, and other business and organizational needs. The Company anticipates that the reasonably expected salary for this position could change in the future and, therefore, the Company retains the right to change, modify, or revisit the salary range for the position for various reasons, including the Company’s business needs.

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