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Warby Parker // boutique-quality eyewear retailer
Marketing, Full Time    New York City    Posted: Monday, December 06, 2021
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Warby Parker is on the lookout for a creative, highly motivated, & results-oriented Communication Manager to drive & define internal communications for our Operations team! Supporting the Customer Experience & Manufacturing/Lab teams, youll effectively manage a communications plan that includes in-person programming & digital content that keep our Operations teams informed & engaged. Sound cool? Read on!

What youll do:

  • Manage communications for the Operations team, including the Customer Experience & Operations teams post-onboarding
  • Ensure that employee & customer-facing content is engaging, relevant, productive, & reflective of our brand through both in-person & digital channels
  • Develop & lead communications to support changing management initiatives; optimize the format & cadence to support staffing efficiencies across CX & Operations
  • Drive the communication of cross-functional solutions for customer-facing policy improvements as needed & in partnership with the Legal, Brand, & customer-facing teams
  • Design various communications strategies to support larger team objectives & maintain a best-in-class customer satisfaction score (e.g., knowledge retention, first contact resolution, policy adherence, order prescription time, cost savings) 
  • Oversee the creation & use of our knowledge base (i.e., help center, response templates), outgoing customer-facing content, & internal communications for the Operations team
  • Collaborate across teams to create & propose relevant collateral, cohesive messaging, & distribution strategies & ensure that the Operations team is aware of company-wide initiatives & updates
  • Work closely with other members of the Communications team on additional external & internal communications tasks, as needed
  • Support crisis communications efforts, as needed

Who you are:

  • A strong people leader who can drive strategic direction while allowing for individual autonomy & accountability
  • Equipped with hands-on experience in contact centers (BPO and/or in-house) & with escalated customer-facing communications
  • Experience aligning & organizing communication efforts to overall customer outcomes in support of company objectives
  • A positive thinker & cross-functional collaborator who communicates effectively online & in person
  • Someone whos capable of leading high-visibility projects from start to finish with measurable results
  • A team player whos excited to foster & maintain a culture of empowerment, engagement, trust, & accountability
  • Not on the Office of Inspector Generals List of Excluded Individuals/Entities (LEIE)

About Us:

Warby Parker was founded with a mission: to inspire & impact the world with vision, purpose, & style.

Were constantly asking ourselves how we can do more & make a greater impactand that starts by reimagining everything that a company & industry can be. We want to demonstrate that a business can scale, be profitable, & do good in the worldwithout charging a premium for it. And weve learned that it takes creativity, empathy, & innovation to achieve that goal.

Since the day we launched in 2010, weve pioneered ideas, designed products, & developed technologies that help people see. We offer everything our customers need for happier eyes at a price that leaves them with money in their pockets, from designer-quality glasses & contacts to eye exams & vision tests. 

Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program. Over eight million pairs of glasses have been distributed in over 50 countries; that means eight million people now have the glasses they need to learn, work, & achieve better economic outcomes. 

At Warby Parker, you can look forward to company outings & events, volunteering & learning opportunities, & just great company filled with curious, kind folks. Dreaming up & sharing ideas arent responsibilities reserved for certain teams or leaders; the challenge (a really fun one) of innovation is on all of our shoulders. Teammates can also connect around common interests, backgrounds, & identities, no matter their home base, through our various employee resource groups. (Were happy to say that the Human Rights Campaign has named us a Best Place to Work for LGBTQ+ employees!) That sense of community & belonging keeps us excited to walk through the door every day, wherever that door may be. 

We're driven to continue building a workplace, based on inclusive behaviors & equitable systems, where all employees can bring their authentic selves, feel engaged, & share their perspectives as a valued member of Team Warby. Transparency is what were all about, & our annual Impact Report & Racial Equity Strategy lay out how were sticking to these values. 

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