The Retail Operations team is looking for an amiable, hard-working teammate to develop high-quality & engaging communication materials that promote an exceptional, consistent, & integrated customer experience. Internally, this persons main focus will be ensuring that our Retail store teams are equipped with the resources & knowledge necessary to win customers for life. This role will also oversee & optimize our internal messaging platform, serving as the central hub for Retail & Customer Experience employees across the country. In this role, you'll be responsible for cultivating a cohesive & elevated brand experience within the platform. In addition, youll continuously expand the platform's capabilities by introducing new features, while also partnering with various departments to deploy engaging communications, effective training, & a robust shared resource library. On the external side of things, youll make sure all customer-facing messaging & language is consistent with our brand voice & policies. Up for the task? Read on! 

What youll do:

• Create & distribute internal communication & training materials to the Retail team, ensuring that they are consistent across all customer-facing teams 
• Ensure that ongoing operational, technical, & product-related updates are communicated to the Retail team in a timely manner
• Partner across all HQ teams to gather information & requests for feedback in a consistent & timely manner, while prioritizing & managing workload planning for our field team
• Manage our CX & Retail communications vendor to sustain the platform & develop future enhancements as our field organization grows & workload evolves
• Project manage large-scale communication initiatives to our customer-facing teams, working with partners across HQ to ensure informative, engaging & timely messaging & training
• Manage & execute quarterly all-field messaging initiatives, including Retail All Hands, a bi-annual store meeting for all things Warby for our field team, & quarterly Store Leader & Optometrist calls to regularly recap on the previous quarters performance & inspire our field teams to continue to grow the business
• Oversee ongoing updates to the internal resource library, & partner with HQ subject matter experts to keep materials up to date & informative
• Work with the Brand Management team, Retail Training team, Customer Experience Training team, & Communications team (among others) to ensure that updates to customer-facing content are made in a timely manner & are consistent with our brand voice
• Make sure were adhering to brand standards & internal policies across all our communication vehicles
• Think of new & innovative ways to strengthen communication from HQ to Retail & from Retail back to HQ, & create engaging content & contests to bring communications to life in stores

Who you are: 

• Backed by 5+ years of experience on Retail & Retail Communications teams
• An expert on the Warby Parker voice & tone, & well-versed in all employee & customer-facing processes & policies
• Great at working across multiple teams & juggling lots of priorities at once 
• Incredibly focused with an obsessive attention to detail (spreadsheets make your heart beat fast)
• Awesome at task prioritization & organization
• Able to remain calm & cool while meeting deadlines
• Self-motivated with a strong drive to learn & take action
• Adept at thinking outside the box & solving problems creatively
• Not on the Office of Inspector Generals List of Excluded Individuals/Entities (LEIE)

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, & dental insurance
• Life & AD&D Insurance
• Flexible vacation policy
• Paid Holidays
• Retirement savings plan with a company match
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Assistance Program (EAP)
• Bereavement Support
• Education Reimbursement
• Free eyewear
• And more (just ask!)