PROGRAM LEAD (Operations Manager)

MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business. 

PROGRAM LEAD (Operations Manager)

The primary role of Program Lead is to facilitate communication between our clients and our internal business, making sure that both the client and our internal team are set up for success. Program Leads add value wherever they can. Ensuring their account is managed in an effective manner, scaling up to the clients' request, and finding solutions for pain points that Compass has the expertise in.

Responsibilities: 

• Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts. 
• Ensure your account(s) are meeting client KPIs and service level expectations that are in our control 
• Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc.
• Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands
• Be the main point of contact for all client escalations 
• Adhere to an internal reporting cadence to help oversee the performance of your team and client
• Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates
• Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.)
• Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job
• Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc. 
• Manage P&L to maximize margin and grow the account
• When necessary, create, maintain and manage schedules, and approve timesheets and time off requests
• When applicable, onboard new clients through coordination with sales, recruiting, and operations
• Other duties as assigned by the VP of Client Operations

Qualifications, Requirements and Characteristics: 

• Minimum Associates Degree in a business or related field. Bachelor's degree preferred.
• Minimum 5-10 years of experience managing or supervising customer service reps in a retail or call center operations environment 
• Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference 
• Experience with Microsoft PowerPoint and/or Google Slides preparing and presenting Client business reviews. 
• Ability to be a balanced advocate for your team, the client, and Compass 
• Excellent written and verbal communication skills and a professional demeanor
• Experience managing a remote workforce 

Availability:

• Full Time position (salaried)
• Weekdays, weekends, and nights (depending on client hours of operation) 
• Office is located in Columbus, Ohio (we are currently working remotely)
• Applicants must have strong internet connection to support systems 

THINK YOU MIGHT WANT TO JOIN US?

Online retailing is in growth mode, and so are we. We’re committed to providing the highest level of service to build momentum for the brands we partner with, and growth opportunities for our people. We’re not just warm bodies in seats. We’re always moving forward and looking for ways to provide purposeful customer service in order to create loyal customers for brands. 

If you believe in great customer service, Compass is the place for you! We foster an inclusive environment where everyone is encouraged to keep growing. We believe that hard work, accountability, and innovation will set us apart -- and teamwork will keep things running smoothly.

WHAT WE OFFER

• Training and career development opportunities 
• Flexible schedules and remote working options 
• A comprehensive benefits package for FT US-based employees
• Competitive wages 
• Paid time off and paid holidays 
• The opportunity to work with the best teams, supporting some of the best online brands!