Manager, Client Services Operations

Job ID: 264628
Location Name: FSC REMOTE SF/NY/DC -173(USA_0173)
Address: FSC, Remote, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Digital/E-Commerce
Remote Eligible: Yes

 

Company Overview:

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves.  We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us.  We are united by a common goal - to reimagine the future of beauty.

 

The Opportunity:

The Manager, Client Services Operations, supports the Senior Manager, Operations, by focusing on the daily execution of results via driving metrics and efficient process operations. This role is responsible for ensuring vendor adherence to service levels / targets, driving continuous improvement through data analysis, auditing, and providing actionable feedback. The Manager, Operations, plays a crucial role in crafting exceptional client experience through evaluating processes and metrics to identify trends, bottlenecks, and areas for improvement. Through ensuring consistency and compliance, this role will optimize operations to drive efficiencies, cost-savings, and proactively address operational challenges. This role requires a deep understanding of day-to-day operations, strong analytical abilities, and clear communication skills to present findings, implement recommendations, and even support highly complex client issues when needed.

 

Duties and Responsibilities:

• Drive Results – Drive internal and external execution to achieve metrics aligned with Sephora-defined targets. Conduct regular audits to spotlight and action on performance opportunities. Manage day-to-day interactions with BPO and Vendor relationships to ensure results and KPIs are met.
• Process Optimization - Define, monitor, and enhance key performance indicators and quality standards. Conduct trend analyses, identify needs, and develop strategies to enhance workflows, reduce friction, and minimize costs. Assist Client Services leadership in disseminating projects and initiatives within the vendors.
• Reporting & Analysis – Leverage reporting to analyze operational data, interpret trends, and develop action plans to implement enhancements. Proactively address operational challenges, regularly providing actionable feedback to the vendors.
• Direct Report Development – Provide ongoing coaching and mentoring to direct reports, fostering their professional development and enhancing their skills to achieve individual and team goals.
• Collaboration & Support - Collaborate with cross-functional teams, including Senior leadership, internal departments, and external vendors, to facilitate change management. Serve as a subject matter expert on operational processes to execute on the Client Services vision.

 

Experience:

• 3-5 years of experience in contact center leadership or relevant operations
• 4+ years in a leadership experience in a metrics-driven environment
• Experience working on operational process improvement projects

 

Competencies and Skills:

•    Proven track record of managing vendor performance and standards
•    Demonstrated ability to make informed decisions, manage resources effectively, and adapt to changing business needs
•    Demonstrated ability to manage well under pressure, reacting quickly amidst unexpected circumstances
•    Motivational and dynamic leadership and mentoring style
•    Exceptional client services skills
•    Understanding of care center software (e.g., workforce management, client relations management) and ability to learn new systems quickly
•    Strong written and verbal communication skills
•    Strong analytical and problem-solving skills
•    Demonstrated integrity, professionalism, and a constructive approach to challenges
•    Detail-oriented with a high degree of accuracy
•    Thrives in a fast-pace