Retail Sales Support/Operations Manager

**Retail Sales Support/Operations Manager**
at Design Within Reach

Stamford, Connecticut

The Managers primary role is to develop, manage and maintain formal, systematic customer support processes to ensure the most efficient, high-quality customer experience. You thrive in a fast-paced environment with a focus on process improvement. Everything you do emanates from a customer centric point of view. You will report into the VP of Studio Operations and Consumer Experience.
**What youll do:**
You'll have opportunities to design, achieve and build relationships

every day as you...
* Manage pre and post order operational support and customer service for our internal and external customers. Encompassing all areas of the customer order lifecycle. Including but not limited to: Sales support, Order lifecycle management, Returns, Product Support, parts, warranty and repair management, payment related issues and customer escalations
* Develop and maintain streamlined processes and procedures that are customer-centric and user friendly while remaining fiscally responsible to the bottom line
* Support the sales field with continuous improvement via training, self-service tools and automation.
* Lead and motivate team(s) to world-class level of performance in key metrics; responsible for staff training, development and performance assessment while maintaining professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks
* Act as liaison between relevant HQ departments, the distribution center and vendors
* Ability to define and execute retail support required to ensure service levels keep pace with a growing retail business while adhering to budgetary requirements
* Collaborate with key cross-functional business partners including but not limited to Marketing, IT/IS, Merchandising, Fulfillment and logistics, HR and Finance to identify operational support for company, customer and retail initiatives
* Work with Merchandise Dept. to remediate product related defects and damages
* Directly manage and assist with professional development of employees
* Communicate reoccurring operational issues to management; recommend and coordinate resolution for operational improvement
* Strive for continuous improvement in people and processes to ensure our customer is top of mind and first in all we do
* Other duties as assigned
This might be you if you have the following skills and abilities...
* Proficiency with Microsoft office suite

Salesforce.com or other CRM system a plus
* Ability to think strategically and execute tactically. Expert communication skills, e.g. verbal, written, interpersonal, and presentation
* Experience in operational process improvement and leading structured projects
* Highly collaborative and enjoys working with all types of teams
* Thrives in a changing, fast-paced environment
* A sense of urgency executing job responsibilities, prioritizing urgent and important work
* Flexible/comfortable with ambiguity, problem solving attitude and ability to maintain composure in all situations
* Ability to plan and prioritize work. Set objectives and goals, breaks down work into the process steps, and develops schedules and task assignments. Can determine critical tasks; can quickly sense what will help or hinder accomplishing a goal
* Ability to learn on the fly. Learns quickly when facing new problems; open to change; resourceful in finding solutions; enjoys challenges and unfamiliar tasks
* Ability to effectively cope with change; can decide and act without having the total picture; handles uncertainty well; flexible and adapts to change well
* Team player. Cooperative, easily gains trust and support of peers; encourages collaboration. Able to keep professional demeanor in difficult situations
* Strong leadership and managerial skills working with and developing employees
* Able to work weekends and evenings as needed during heavy promotional periods; some travel required
* 5-7 years of experience in a fast paced service environment
* Minimum of 3-5 years managing people
As a Retail Sales Support/Operations Manager, you'll be eligible for DWR's comprehensive benefits package including medical, dental and vision insurance, paid holidays, parental leave, green transit subsidy, 401k and more.
***Design Within Reach provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, marital status, national origin, ancestry, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws, and prohibits discrimination and harassment of any type.***
Location (City)

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