Digital Experience Team Lead

Company Overview

Sleep Number team members are part of a passionate, purpose-driven culture that supports improving the health and wellbeing of society through higher quality sleep. We are not just focused on our customers, however; being employed by Sleep Number means your personal wellbeing is important, too. As we continue to grow, we are looking for team members who will bring their unique personalities, backgrounds, and skills to work. Whether you are entering, returning, or experienced in the workforce, we have a place for you.

In our 35+ years in the industry we have improved over 14 million lives, and we are just getting started. With 5,000+ team members nationwide supporting work disciplines from technology to manufacturing, retail stores to field services technicians, corporate teams to customer service, we are a sleep innovation leader because of our team members. Now is a great time to join us as we invest further in our people and sleep innovation. #TeamSleepNumber

Position Purpose

The role of Digital Experience Team Lead includes being a front line leader for digital customer interactions with a focus on driving productivity, optimizing service level, and serving as an extension of our leadership team. The primary goal for our Digital Team Lead will be investing time in coaching and developing the digital team, handling escalated chats, resolving issues within the team, and providing guidance on process and procedural issues which will drive meaningful results forward for the digital business.

Primary Responsibilities

• Provide leadership and guidance to digital team including helping to develop training content for the team's development, answering process and procedure questions, providing approval for discount and warranty exceptions, communicating changes to the digital team, and ensuring harmony and efficiency across the team.
• Maintain schedule according to business needs including daily breaks, monthly planning for time off requests, and quarterly review of incoming business needs to forecast appropriate scheduling.
• Assist in building, training, and maintaining Live Chat product information
• Complete monthly chat and email quality reviews with follow-up coaching as needed
• Handle customer chats and emails when out of service level or customer is escalated
• Coordinate with other personnel inner-department and cross-functionally to ensure the most expeditious and satisfactory completion of digital initiatives
• Other responsibilities as assigned

Position Requirements

• 3-5 years sales and service experience in a differentiated selling environment
• Previous leadership experience a plus, but not required
• Understanding of the digital landscape
• High School diploma required; college degree preferred
• Strong sales skills to effectively sell solutions to customers
• Demonstrated problem solving and interpersonal communication skills
• Ability to prioritize tasks, meet deadlines and work independently in a fast paced environment
• Strong written communication and reading comprehension abilities
• Intermediate to Advanced computer skills required (data entry, email, customer and order management software)
• Must be able to interpret product literature (i.e. warranty documentation, product specifications, product diagrams, etc.) and effectively communicate that information via chat
• Must be able to work in a team environment and develop positive relationships with coworkers.
• Must be able to balance multiple projects according to workflow priorities
• Must exhibit strong accountability and ownership

Wellbeing

Our company's purpose is to improve the health and wellbeing of society.

Wellbeing is more than a catchphrase - it's a movement that permeates our company and through our team members. We are dedicated to enhancing and supporting the wellbeing of our team members and their families through benefits, programs, and resources across our five wellbeing pillars of emotional, financial, career, community, and physical health, with sleep at the center.

By joining our team, in addition to offering competitive pay programs, we are proud to offer eligible team members an extensive benefits package including, but not limited to medical and pharmacy benefits, dental, life and disability insurance, a matched 401(k) Plan, paid time off, and much more.

Examples of how we invest in your wellbeing:

• Sleep - Our 360® smart bed for team members, and discounts on our innovations and sleep solutions for yourself and friends and family throughout the year.
• Physical - Wide range of wellbeing resources and services through our medical plans to improve your physical health.
• Emotional - Access to mental health resources, caregiving support, paid time off and parental leave to support your emotional wellbeing. Work for your day flexibility, available for select corporate roles.
• Financial - Competitive base and variable pay programs, ability to save for the future through a matched 401(k) plan and financial support to recover from an illness or injury.
• Community - Paid time off for volunteering and connections to our communities through our Diversity, Equity & Inclusion initiatives, and support for charitable causes.
• Career - Opportunities for career development and continuous learning, including a tuition reimbursement program.

Safety

Safety is a top priority for Sleep Number supporting customers and team members wellbeing. COVID-19 Precaution(s) are in place consistent with CDC guidelines, U.S. Department of Labor's Occupational Health & Safety Administration (OSHA), and state/local laws.

EEO Statement

Sleep Number is an equal opportunity employer. We are committed to recruiting, hiring and promoting qualified people and prohibit discrimination based on race, color, marital status, religion, sex (including gender, gender identity, gender expression, transgender status, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state, or local law.

Americans with Disabilities Act (ADA)

It is Sleep Number's policy to provide reasonable accommodations to qualified individuals with disabilities during the application process, consistent with applicable law. We may require supporting medical or religious documentation where applicable and permissible by law. If you are a qualified individual, you may request a reasonable accommodation at any time during the selection process, including if you are unable or otherwise limited in your ability to access open roles here.