Senior Manager, Customer Operations, Target

#MaesaMagic   

Maesa is the world's largest independent beauty incubator, housing numerous, fast growing "it" brands within all categories of beauty. We are a high growth global company in the middle of the transition from founder lead to private equity owned. With an incubation flywheel ideating on new global brand launches, Maesa pushes creative and technical boundaries to deliver exceptional performance and establish global staying power. Maesa has a keen focus on marketing and white space analysis, which guides its thinking on marketing existing brands as well as development of new brands through its extremely unique structure. We are vertically integrated globally with in-house marketing, branding, product development/formulation, packaging design/engineering and regulatory. With a focus on modernity and sustainability, we design innovative solutions and make proactive choices to achieve environmental neutrality and consumer wellness. Maesa has mastered "commercializing creativity," making itself a leader in the fundamental revolutionary change in the beauty industry. Headquartered in New York, with additional offices in Los Angeles, Hong Kong, and Dongguan, Maesa employs about 400 team members worldwide. 

As a Customer Operations Leader, you will be responsible for overseeing day-to-day customer service operations, working directly with inventory management for our customers. This role combines operational expertise with exceptional customer service, requiring someone who is adept at managing complex inventory workflows, resolving issues related to product availability, and maintaining strong relationships with both internal teams and external partners. Experience working directly with or for Target is a must.

The ideal candidate will have experience in a similar operations role with Target, other large retailers, CPGs, and will bring with them a strong professional network. You will collaborate with various departments to ensure that our customers receive the best service possible while maintaining operational excellence.

The Customer Operations Senior Manager reports to the Chief Customer Officer.

This role is NYC or Minneapolis-based with an in-person presence expected.

Responsibilities

• Inventory Management: Oversee the coordination of inventory-related issues for customer orders, ensuring timely and accurate delivery of products.
• Team Leadership: Manage, mentor, and develop customer service, planning, forecasting, demand, and supply team members, providing guidance on inventory management best practices and customer service protocols.
• Cross-Department Collaboration: Work closely with operations, supply chain, and logistics teams to resolve product availability issues, manage stock levels, and address order fulfillment challenges.
• Operational Efficiency: Streamline processes to ensure smooth operations between customer service and inventory management, ensuring optimal stock levels and prompt delivery.
• Customer Issue Resolution: Handle escalated customer inquiries related to inventory discrepancies, backorders, or delayed shipments, providing effective solutions and maintaining customer satisfaction.
• Reporting & Metrics: Track and report on key performance indicators (KPIs) related to inventory accuracy, order fulfillment, and customer satisfaction, providing regular updates to management.
• Build Strong Relationships: Leverage a strong professional network to enhance operational performance and collaborate with external partners, suppliers, and retailers.

Qualifications

• 5+ years of experience in customer service at a large retailer (e.g., Target, Walmart, or similar).
• Experience working directly with or for Target in Inventory Management or Planning is required.
• Proven experience in managing inventory and ensuring seamless order fulfillment.
• Strong leadership skills with the ability to manage a team and ensure operational excellence.
• Excellent communication and interpersonal skills, with the ability to work across teams and with external partners.
• Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced environment.
• Strong understanding of inventory management systems, ERP platforms, and customer service software (e.g., Zendesk, SAP, Oracle).
• Experience within Target Partners Online or other systems including NetSuite, Anaplan, ShipIQ, Item Management, and Vendor Management tools are highly preferred but not required.
• A well-established network in customer service.
• Beauty/personal care industry experience strongly preferred.

What We Offer

$140K/yr - $155K/yr. Exact compensation may vary based on skills, experience, and location. This position is eligible for participation in a discretionary bonus plan based on individual and company performance.  

Maesa offers a variety of benefits to eligible employees. Employees can choose to enroll in health insurance coverage, wellness programs, life and disability insurance, and retirement savings plans. Through generous paid time off, a hybrid office setup, and paid leave options, Maesa encourages wellness and balance among employees.

Our Commitment to You

At Maesa, we live by our values of collaboration, curiosity, game-changing, creativity, and discipline.  We believe our people and partners are a creative force that catalyzes the possibilities in beauty to break through traditional limits and discover the “new” without restriction. We prioritize creating and fostering a welcoming environment for employees, partners, ideas, approaches, and endeavors — all through a spirit of warmth and inclusivity. As set forth in Maesa’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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