Operations Support Supervisor

About the Team

The Consumer Experience team is critical to forging and maintaining lasting relationships with our millions of customers. Reflecting GOAT Group’s core values of authenticity and innovation, you will join a collaborative team that solves problems with thoughtfulness, empathy and speed. The result is a world-class customer experience that builds trust with our buyers and sellers worldwide.

Role Overview

GOAT is seeking a results-oriented Operations Support Supervisor.  This individual should have strong written and verbal communication skills, as well as strong analytical and problem solving skills.  You will be responsible for supporting the Operations Support team.  The ideal candidate will be a driven, organized, innovative thinker who is comfortable working across a variety of departments. This role requires someone who is capable of multitasking, is detail-oriented, is innovative, and able to successfully support various improvement projects.

In this role, you will:

• Establish work flows, practices and standards to ensure that ongoing support is provided for the Operations and Consumer Experience teams
• Provide staff direction in analyzing and resolving escalated operational problems
• Track and monitor daily workload to ensure customer and operations expectations are met
• Identify areas to cut costs and to improve performance, policies, and misses
• Effectively discuss issues and negotiate with others, direct team, and explain policies and decisions to those within and outside the organization
• Communicate customer issues with the Operations team and devise ways of improving the customer experience, including resolving problems and complaints
• Specify and build/implement tools to improve the speed and quality of operations support
• Understand and analyze courier claims data in order to relay trend information to stakeholders

We are looking for:

• 2+ years of people leadership experience, ideally at one or more organizations that have 2-sided marketplace structures
• Strong analytical, problem solving and excellent written and verbal communication skills; able to interact with team and customers in a clear and concise manner 
• A solid track record demonstrating the  ability to manage team performance, results and development
• Proven ability to communicate and work seamlessly with both technical and business teams
• Excellent written and verbal communication skills and the ability to simplify complex topics
• Team player, a quick learner, self-starter, able to work independently, and willingness (and ability) to handle the pressures of an increasing level of responsibility as we scale
• Strong problem solving and excellent written and verbal communication skills; able to interact with team and customers in a clear and concise manner 
• Must be able to prioritize work and manage time effectively; the ideal candidate thrives in a fast-paced, multi-faceted, independent environment 
• Highly organized with demonstrated attention to detail
• Available and willing to work extended hours as needed including weekends and holidays, to meet business needs
• Experience with shipping operations/transportation/courier services including international customs procedures, regulations and required documentation
• Ability to recognize current trends within the industry and suggest ways to improve the overall customer experience
• Experience in Google suite preferred