GMS Operations Manager

Job Description

TechStyleOS is looking for a Manager Operations.
 

How do you fit in?

Key aspects of this role include managing and supporting global functions for the Member Services operations in LAX (Los Angeles, USA), BER (Berlin, Germany), BCN (Barcelona, Spain), BEG (Belgrade, Serbia), DVO (Davao City, Philippines) and TIJ (Tijuana, Mexico).

The role of GMS Manager Operations serves as a supporting pillar of the local GMS Operations team. The holder of the role oversees the day-to-day business of the customer service, primarily the voice and Tier2 area, but not limited to it. They initiate, plan, support, and drive projects to elevate the quality and efficiency of the customer interactions, and further the contribution to the business results. To do so, the GMS Manager Operations partners with internal stakeholders such us Training, Analytics, Communications, and Technology, as well as with external protagonists in areas such as Billing, Strategic Operations, Marketing, and brand leadership.

They function as a cutting point between external customer service vendors and the brand and shared services POCs. With a focus on customer service vendors, they take a supportive and consulting position, letting these partners thrive in the outcome of their work.

Inside the organization the GMS Manager Operations serves as a functional lead, POC and multiplier for their colleagues.
 

What you will do:

• Partner with Director GMS Member Experience & Site Operations on short and long-term operational strategic plans, projects, and organizational Operations structure

• Oversee customer service operations, focusing on tactical execution and supporting strategic initiatives.

• Protect the reputation of the company and its brands and ensure all Operations actions are in alignment with our company policy. Serve as an escalation point for critical customer service issues.

• Manage and drive improvement for service level, availability, quality, and retention performance.

• Collaborate with internal teams, including workforce management, training, analytics, brand manager, and brand teams.

• fAssist with research of potential partners and opportunities.

• Contribute to efficiency and cost-reduction projects, focusing on headcount and resource utilization.

• Provide technical leadership to peers in the GMS Operations team and guide improvement initiatives.

• Build strong relationships with call centre vendors, social media moderation tool providers, and external brand stakeholders.

• Assist with headcount planning and contribute to broader strategic initiatives to enhance customer service.

• Utilize ACD systems, social media moderation tools, Microsoft Office Suite, speech analytics tools, and CSAT survey software, with occasional use of project and knowledge management software.

What you bring:

• 5+ years experience in a similar role, ideally in an online retail or subscription service environment

• General knowledge of Workforce Management and call centre KPIs.

• High proficiency in Microsoft Office Suite, especially Excel and PowerPoint.

• Fluent in verbal and written English and Spanish; a third language at a B2 level is a plus.

• Analytical mindset with a strong understanding of numbers and correlations.

• Project management skills.

• Bachelor’s Degree or equivalent preferred.

• Proof of technical skills (e.g., work certificates or training certifications) is a plus.

• Ability to influence key stakeholders across all levels of the company.

• Inventive, proactive, and celebrates team and individual milestones.

• Strong linguistic skills and eloquence.

• Adaptable, patient, and creative in problem-solving.

• Respectful and able to work with diverse personalities and nationalities.

• Thrives in a fast-paced environment and remains approachable to peers and team members.

• Willingness and ability to travel.

What’s in it for you?

• Compensation: Our compensation package includes a competitive salary, a flexible annual bonus scheme, and participation in our company equity program.

• Holidays: Relaxation is important! That's why we offer unlimited discretionary paid time off on top of your contractual holidays, plus 4 Fridays off during the Summer, and a Week of rest in the Winter.

• Professional Development: We want you to have dedicated time for your professional development. That is why we created the “Style Your Day” initiative. You can use the morning for career development programs and company sponsored mentorship opportunities and spend your afternoon taking care of personal goals that matter most to you!

• Work Life Balance: As an international company we understand that not everybody works the same hours, so if you need to start late, finish early, or take time for yourself during the middle of the day, go ahead! Also, we care about maintaining healthy work life balance, so we have introduced the policy of no meetings Friday!

• Health & Wellness Benefit: Fitness is in our DNA, that’s why we partnered with ClassPass and offer discounts in the memberships, plus we offer a Premium subscription in the Calm App and Healthkick Platform.

• Other Benefits & Perks: We offer 70% discount on Fabletics and JustFab and 50% discount in our sister brand Savage X Fenty. Corporate Benefits Platform (get discounts off popular brands!) and enjoy as much as you want of our coffee machines, tea, fruits and snacks for free.