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Blue Apron // grocery delivery service
 
Austin, Texas    Posted: Tuesday, June 11, 2019
 
   
 
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JOB DETAILS
 

THIS IS BLUE APRON

Chefs around the world wear blue aprons when learning to cook, & for us it has become a symbol of lifelong learning. Our highly motivated group of food enthusiasts are inspired to work on complex business problems with creativity & passion always looking to learn something new. We take preparation seriously, embrace a spirit of excellence, & put in the extra effort in everything we do. We are thrilled to be part of our customers lives, cooking & creating experiences in their home kitchens.

WHO'S IN THE KITCHEN

The Assistant Manager for Servicewill work closely with the Senior Manager for Customer Experience, developing & executing strategic initiatives which will build the best-in-class experience for our customers. The ideal candidate will be a sharp multi-dimensional leader who excels in a collaborative, high-energy, fast-paced environment. This person must be experienced in customer-centric strategies across channels & have a deep perspective of the customer's outlook across all aspects of the business.

WHAT'S ON THE MENU

  • Report & drive performance around our current metrics & KPIs
  • Oversee & drive queue management to align with SLA expectations
  • Oversee & performance manage Service Supervisors
  • Oversee & lead weekend operations for National team
  • Saturday - Wednesday schedule, off Thursday, Friday
  • Manage all time sheets, payroll, attendance management, PTO requests, & scheduling
  • Collaborate with CX Leadership team to coordinate pull-through of all prioritized projects
  • Act as point of floor escalation for all high-priority customer issues
  • Investigate different customer-centric solutions & processes to contribute to best-in-class customer experiences
  • Understand current service policies & work the floor to bubble-up & solution gaps & inefficiencies on current processes
  • Support ad hoc improvements to CX operational platforms (such as Zendesk, Talkdesk, Insights dashboards, etc.)

NECESSARY INGREDIENTS

  • Minimum 2 years in lead / management position of call center with 30+ full time employees
  • Experience with integrating multiple channels (email, phone, social, & chat)
  • Proven problem-solving skills with a go-getter attitude
  • Exceptional written & verbal communication skills, both externally & internally
  • Experience with CRM software a must, strong plus if specifically, with Zendesk
  • Experience with administrative tasks such as payroll & schedule/interval management
  • Experience in rolling out new call center technologies & processes successfully
  • Ability to identify areas of improvement with existing & non-existing processes
  • Ability to understand performance & operational data & help execute improvements / solutions
  • Exhibits good judgement & professionalism in all customer & employee management situations
  • Understands time sensitivity for issue escalations
  • Thrives under pressure; experience working in fast-paced startup preferred
  • Mastery of multi-tasking, prioritization, delegation, & meeting deadlines
  • Able to execute near-term initiatives & tasks, while planning for future priorities
  • Must be resolution oriented
  • Understands & fosters an environment of teamwork & collaboration
  • Results-driven with a positive attitude

Blue Apron provides equal employment opportunities (EEO) to all employees & applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Blue Apron complies with applicable state & local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms & conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation & training.

 
 
 
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