Member Services Operations Manager

Job Description

Fabletics Inc. is looking for a Member Services Operations Manager.

How do you fit in?

As an Operations Manager, you will be at the forefront of our Member Services Operations, responsible for overseeing and optimizing the performance of our call center environment. Your leadership, strategic vision, and operational expertise will drive the success of our team, ensuring exceptional customer service delivery and alignment with organizational goals.

Member Services Operations Manager will report to the VP, Operations.

What you will do:

• Oversee the day-to-day operations of the member services team, providing guidance, support, and direction to ensure the achievement of performance targets and KPIs.

• Collaborate closely with cross-functional teams to align operations with organizational objectives and drive continuous improvement.

• Monitor and analyze key performance metrics and operational data to identify trends, opportunities, and areas for improvement.

• Foster a culture of excellence, teamwork, and accountability within the operations team, promoting a positive and inclusive work environment.

• Build and maintain strong relationships with key stakeholders, including call center partners, vendors, and internal teams, to ensure seamless collaboration and alignment.

• Lead and support projects and initiatives to enhance brand integrity, customer experience, and operational excellence.

• Manage escalated customer issues and complex operational challenges, providing timely resolution and proactive solutions.

• Develop and execute strategic plans to achieve departmental goals and objectives, with a focus on delivering exceptional customer service and maintaining brand reputation.

• Partner with the Training Team to develop and implement training programs for call center agents and operations staff.

• Drive continuous improvement initiatives to enhance operational efficiency and effectiveness.

• Collaborate with senior leadership to develop long-term strategies and plans for the member services operations.

• Ensure that all operations activities contribute to the overall goal of delivering outstanding customer service and maintaining brand integrity.

What you can bring:

• Bachelor's degree or equivalent experience in a related field.

• 5-7 years of experience in customer service / call center operations support or similar role, with at least 2 years in a leadership role.

• Proven track record of success in driving operational excellence, achieving performance targets, and delivering exceptional customer service.

• Strong leadership and management skills, with the ability to inspire, motivate, and develop teams to achieve their full potential.

• Strategic mindset, with the ability to analyze complex issues, develop actionable plans, and drive results.

• Excellent communication, interpersonal, and relationship-building skills, with the ability to effectively engage and influence stakeholders at all levels.

• Ability to thrive in a fast-paced, dynamic environment, with a strong sense of urgency and resilience.

• Knowledge of industry best practices, emerging trends, and technologies in call center operations and customer service.

Where we are:

• This role will be based in our El Segundo Headquarters   

Compensation & Total Rewards:  

At Fabletics we believe work and life should fit together! We continue to build a culture of flexibility, to empower you to do your best and put yourself first. Our Total Rewards program rewards employees for their hard work, supporting their health, well-being, families, and ultimately their life journey. Total Rewards at Fabletics includes:   

-Hybrid Work Schedule*

-Discretionary Paid Time Off*    

-Summer Fridays*    

-Healthcare Plans    

-Employee Discounts    

-401k    

-Annual Bonus Program    

-Equity Program*    

-And More    

*Varied for retail, fulfillment and fully remote roles. 

The annual base salary range for this position is from $89,000-$98,000. The range provided includes the base salary that Fabletics expects to pay for the role. Offered base salary will be dependent on factors including the scope and complexity of the role, candidate’s