Sr. Director of Gearhead Operations

Profile

Within **MEMBERS ONLY**SIGN UP NOW***. Groupu2019s mission to connect customers to their passions, Gearheads are a critical factor in our experience to help customers make that connection with confidence. This role is one of the most exciting in the company as it is at the forefront of driving our customer value proposition through our passion-oriented product experts, Gearheads.u00A0The Director of Sales Operations will lead our sales and service organization to inspire and motivate Gearheads to bundle their service expertise as an extension of our product offerings; building relevant, authentic, and personalized relationships with customers that translate to enhanced loyalty and incremental value to the business. Youu2019ll also evolve the integration points of Gearheads through on-site experience by collaboration with Marketing, Merchandising, and Product teams; to bring the Gearhead value proposition to life through all key customer touch points.u00A0This leader will collaborate with business partners to establish best practices to enhance standardization across all operational processes related to relationship based selling. An understanding of online retail will be required to seek out opportunities to grow revenue and expand the reach of our customer experience through Gearhead services and value.u00A0 This leader will need to be a master of improving process, managing projects, and aligning cross-functionally with Merchandising, Marketing, Product and User Experience, to constantly improve the experience. This leader will need to be a master of people leadership, with a proven track record of successfully leading large teams and delivering process improvement in the name of customer advocacy.u00A0u00A0An abundance of humanity is a must since the Director will need to be sensitive to customer needs across disparate industries and demographics and must have the sort of leadership qualities needed to manage a sizeable and diverse workforce of our Gearheads.u00A0Duties and Responsibilitiesu00A0Own a passion for the outdoors. Whether it's as a skier, cyclist, climber, or other activities. The foundation for success in managing our Customer Service workforce and in understanding our customer base will come through a shared passion for being active in the outdoorsManage all functional areas across our inbound, outbound and B2B teams.u00A0Enhance the Gearhead process, creating a plan that delivers strategy and financial goals for customer satisfaction, incremental sales, and profitabilityu00A0Provide accessible leadership that fosters a sense of ownership and professionalism, encouraging team innovation and accountabilityu00A0u00A0Foster a culture that creates long lasting and highly engaged customer relationshipsContinually strive to refine all operating processes, selling, and service practices; work with operations and sales teams to identify best practices and standardize across departmentDevelop and lead initiatives that support the evolution of the Gearhead program across direct Gearhead engagement, on-site shopping, and marketing communications to increase program awareness, customer connections, and ensure the value proposition of the program is ubiquitous with the **MEMBERS ONLY**SIGN UP NOW***..com experience:u00A0Advocate for refinement of incentives and compensation systems to attract and motivate gearheads to deliver the strategySeek out new opportunities and explore strategic partnerships to grow customer acquisition and revenue and profitably with GearheadsWork closely with recruiting, HR, training, and sales leaders to refine the recruiting, hiring, and training experience (onboarding & continuous education) to improve recruiting and retention of talentPartner with all peer leaders to ensure success of all Gearhead departments and business operationsu00A0Champion **MEMBERS ONLY**SIGN UP NOW***.u2019s core values through your actions & behaviorsu00A0Show an unrelenting fanaticism for operational and economic metrics. Customer Service is the largest single organization within **MEMBERS ONLY**SIGN UP NOW***.. Because of this, the Director must operate the department to high standards with extraordinary efficiency. This is measured through an extensive portfolio of operational KPIs, as well as budgetary performance and workforce management. Please note, that we don't have a single-minded obsession with efficiency in Customer Service. But we earn our ability to test creative initiatives by exhibiting high levels of efficiency where it's requiredChampion paradigm-changing Customer Service initiatives. This includes the broad development of skill-based communication routing, an escalation of CS education programs to support skill-routing, innovative loyalty and VIP programs, plus a lot moreu00A0Oversee nearshore/offshore BPO outsource partnersCollaborate with our Engineering department to create and track against a road map of Customer Service software product development initiatives and software defect and enhancement prioritizationCultivate an amazing Gearhead culture. This will be grown and sustained through employee engagement, performance visibility, work environment, recognition, empowerment, and connection to the outdoor retail industry (in its products and culture)u00A0Educations & Background Qualifications Must be at least 18 years of age with a high school diploma or GED.5 years experience in Customer Service management, preferably in the outdoor sports industryCollege degree or equivalent experience preferredu00A0Job Qualifications Proven experience leading and growing a large team Strong leadership and relationship skills Overall business knowledge and holistic general management approach Superior strategic thinking and planning skills Ability to nurture and contribute to innovation and creative solutions Demonstrated ability to be accountable for results Strong verbal and written communicator for a wide breadth of audiencesPhysical RequirementsAbility to sit, stand, and walk for extended periods of timeAbility to work on computers and screens for extended periods of timeAbility to lift/carry 15 poundsu00A0u00A0ScopeOrganizational Scope-All US locationsJob Location- GHO Salt Lake City, UtahTravel, up to 25%ABOUT **MEMBERS ONLY**SIGN UP NOW***.u00A0Seek it. Find it. Send it. We help customers seek the perfect gear for their **MEMBERS ONLY**SIGN UP NOW***., find their awe, and send it their way. Through our five brandsu2014**MEMBERS ONLY**SIGN UP NOW***., Competitive Cyclist, MotoSport, Bergfreunde, and Steep&Cheapu2014we give our customers the gear, knowledge, and inspiration they need to chase lifeu2019s greatest moments. We foster local outdoor communities around the locations of our expanding number of retail stores, and weu2019re actively creating a more inclusive and equitable outdoors for all through our Diversity, Equity & Inclusion initiatives.Weu2019re a company of Gearheads and we offer personalized expertise at every level of the organization. This means we curate the best assortment of premium gear and apparel, a premium shopping experience, personalized Gearhead advice, super-fast and accurate fulfillment, and aspirational and informative content.We take growth and personal fulfillment seriously. For our employeesu2014aka, our Herdu2014this means career growth potential and the ability to take ownership and make an impact daily. We offer perks like an exceptional gear discount, an annual summer Adventure Contest, summer barbecues, and a pet-friendly office.u00A0When you join the **MEMBERS ONLY**SIGN UP NOW***. Herd, you join a crew that is passionate about their jobs and equally stoked on the outdoors. Pre-dawn skintrack laps are the norm, MTB rides are our lunch break, and youu2019ll regularly find coworkers hitting the trail together post-work. Benefits are competitive and include medical, dental, vision, and disability & life insurance, paid maternity and paternity leave, 401(k) matching, Flexible Spending or Health Savings Account.#LI-JH1u00A0

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