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TITLE

 

Director, Customer Operations

COMPANY

 

Minted

LOCATION

 

San Francisco, CA, US

Description

The Director, Customer Operations is responsible for: preparing and scaling Minted’s customer operations team to support the company’s year over year growth and holiday peak, the strategy and implementation of the tools and technology used by customer operations to improve the quality of service and productivity, the management of the company’s print quality team, special projects that require ad-hoc qualitative and quantitative analysis to deliver on our quality, cost and scaling/growth goals.  This role reports to the VP, Customer Operations and requires you to wear multiple hats to be successful. The Director plays a critical function in the company and requires strong communication, cross-functional collaboration, and analytical skills. The Director will work in collaboration with other departments, including engineering, product management, supply chain, and marketing, to ensure there is alignment in strategy and execution that allows Minted to provide best in class service to our customers.

You will:

    • Be the product owner and subject matter expert for all Customer Ops tools, features, and functionality (for example, CRM - Salesforce, Telephony - Five9, Self-Help - Solvvy)
    • End-to-end management of external technology vendors and partners, including functional assessments, contract negotiation, and implementation
    • Own the delivery of the roadmap, product planning, and requirements for new features, services, and improvements, working closely with our Product Management and Engineering teams
    • Develop business requirements and product specifications as required
    • Partner with Brand and Marketing teams to support growth initiatives with out of the box strategic thinking of how to best leverage and scale parts of customer operations to enable customer acquisition strategies
    • Identify strategic program risks and develop data-driven recommendations to manage and remove those risks
    • Manage and scale the print quality team by determining what is the right mix of onshore vs. offshore and in-house vs. outsourced talent to deliver on our goals
    • Perform regular and ad-hoc analysis to ensure customer operations has strategies that align with our brand  
    • During Q4, participate in customer operations execution, sharing in Ops management rotational coverage

You have:

    • Experience: Ideal candidates have 8-10 years of experience in customer experience, operations, strategy consulting, product management and/or e-commerce. MBA strongly preferred.
    • Education:  Bachelor’s degree required and advanced degree preferred
    • Project management skills: You have outstanding project management skills, ability to work cross-functionally and outside the organization, and have a track record of achieving the results expected. You are extremely detailed and process oriented, balancing short-term and long-term needs.
    • Technology: You understand how CRM and related technology and tools work and can use that knowledge to identify new technology partners or development projects that can enhance our ability to serve the customer. You understand how to put together a strong business case together to invest in technology that will directly impact key metrics.
    • Analytical Skills: You have experience structuring high-level strategies while also being able to get your hands dirty and dig deeply into large data sets to extract actionable insights. You don’t get overwhelmed by lots of numbers and can make decisions quickly with imperfect data, avoiding “analysis paralysis”. You know how to measure and monitor results to move key metrics in the right direction. You are adept at Excel and possibly BI tools such as Looker. Knowing SQL is a plus, but not required.
    • People Manager and Leadership:  You care a lot about bench succession and developing career paths for your direct reports. You have experience managing individual contributors and possibly entire teams, having formally evaluated team members for performance reviews
    • Customer Advocacy: You are passionate and care deeply about delighting the Minted customer.
    • Ability to work with others: You have excellent interpersonal skills which enable you to work as a team with other Minted functions and partners. You are transparent and openly share information. You have experience working with employees at all levels of a company. You have the ability to influence key stakeholders and teams without direct authority.
    • Strong communication skills: You are articulate and persuasive while able to listen and incorporate the perspectives of others.
    • Work ethic: You do what it takes to ensure every customer has a great experience with Minted, which involves working with cross-functional teams and sometimes making fast decisions and executing tasks quickly.
About Minted
 
Minted is a lifestyle brand and design marketplace connecting you with the world’s best artists to create something one of a kind.  Minted crowdsources graphic design and artwork from a global community of independent artists and sells these as products addressing the $10 billion stationery market, $48 billion art market, and $100 billion home decor market.  
 
Minted’s mission is to enable the design independence of both consumers and artists around the world, and the company is a platform for the strongest emerging artists in the world to be seen and discovered. We aim to build a lasting brand representing the most commercially successful design community in the world.  Minted was founded by successful serial entrepreneur Mariam Naficy.
 
Minted is located in a beautiful office in downtown San Francisco and is backed by Benchmark Capital, IDG Ventures SF, Menlo Ventures, and angel investors including Marissa Mayer formerly of Yahoo and Jeremy Stoppelman of Yelp. Minted is comprised of an experienced and entrepreneurial team. We come from Google, Amazon, Microsoft, eBay, Yahoo, and Goldman Sachs and numerous disruptive startups. We are a passionate, creative, ambitious team.  We provide a great opportunity to work with a stellar team and on a world-changing mission, all supported by a proven business model.
 
Minted is an Equal Opportunity Employer that is committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities and perspectives and will consider for employment all qualified applicants with arrest and conviction records. Minted participates in the E-verify program.

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