Sr Mgr Digital Operations

Employer
Target
Location
Minneapolis, Minnesota, United States
Posted
Mar 08, 2018
Closes
Apr 04, 2018
Category
Business, Other
Employment Status
Full Time
Description: Sr Manager, Digital Operations Right along with Target's distinctive retail brand, we are constantly improving and innovating our digital shopping experience. Are you ready to excel in the fast-changing retail environment? Are you a customer service enthusiast who's curious about the guest and can see the shopping journey through their eyes? Then you'll have success on the Digital Strategy & Platform team, whose goal is to offer guests a seamless online shopping experience across our platforms—including Target.com and the store network's fulfillment capabilities. Here, you'll collaborate to create and implement the digital strategies that enrich the online experience through the right mix of personalization, simplicity and intuitiveness. Your ideas will support Target in complementing the beloved in-store shopping interaction with a convenient, reliable and instantly gratifying digital experience. ABOUT THIS OPPORTUNITYJoin Target's Digital team, as a Senior Manager, Digital Operations. In this role, you will lead timely, accurate and professional operational support to internal and external clients. This individual owns onboarding, training, and day-to-day support capabilities for B2B clients that together elevate Target's digital business. In addition, the Senior Manager, Digital Operations will work cross-functionally with business, operations, and technology partners to design, implement, and manage future-facing digital initiatives and capabilitiesPRIMARY RESPONSIBILITIES
  • Design, plan, organize or direct new client orientation, onboarding and training programs
  • Own, operate and optimize tools & processes in order to develop best-in-class client support capabilities; examples include email/case management, calls, and online chat.
  • Manage multiple client and internal facing metrics/KPIs to monitor and improve end to end processes and guest satisfaction
  • Proactively communicate to and partner with clients not meeting metric/KPI thresholds to improve performance
  • Create, measure, analyze, and present reports to management representing current client KPIs
  • Develop program/capability to ingest client feedback in order to improve overall digital B2B programs and client policies
  • Find process gaps, collect data, propose solutions, and work with product managers, engineers, business teams, and management to improve the client and guest experiences
  • Lead and drive special program, project and capability developments in support the overall experience
Requirements:
  • BA/BS college degree
  • 8+ years experience operations/support leadership roles in digital, B2B, or other customer/client facing roles
  • Strong interpersonal, verbal, presentation and written communication skills
  • Occasional travel required
  • Able to manage multiple priorities, and work with speed and accuracy
  • Uses methodical processes to analyze problems, gather information and generate options
  • Exercises an eagerness and willingness to work with and learn from others
  • Able to invent resourceful ways to solve problems or create opportunities

Qualifications:

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