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TITLE

 

Senior Manager, Design Specialists

COMPANY

 

Modsy

LOCATION

 

San Francisco, CA, US

Description

Modsy is a fast growing, San Francisco-based startup that is reinventing the way we design and shop for our homes. Leveraging ground-breaking 3D technology and a seamless consumer experience, Modsy guides you through a few simple steps to capture, redesign, and transform your home. You receive back a catalog quality lifelike version of your room rendered in 3D that is fully shoppable based on your style, budget, and functional needs. The future of home design and furniture buying is changing and Modsy is leading the way.
 
About the Role
As the Senior Manager of Design Specialist, you will lead our customer-facing Design Specialist team and report to the Head of Design Services. As the leader of this team, you’ll manage and grow a team of talented designers interfacing directly with our Modsy customers, guiding them through the process of designing their home and confidently making purchasing decisions you know they’ll love. In this role, you’ll be tasked with building the infrastructure and management structure for a world-class team of remote designers with both impeccable design skills but also strong customer-facing communication capabilities. You’ll be crafting the strategy for day to day operations and culling customer insights to define the optimal customer experience. The role requires someone with A+ people management skills and a strong passion for helping both Modsy and the customer succeed. 

We’ll be excited about you because you demonstrate you can…..

      • Lead and Scale Team
      • Lead the growing Design Specialist team supporting Modsy’s higher tier offering
      • Build a talent pipeline/capability and onboarding/training program for the Design Specialist to support Modsy’s growth
      • Build a team of specialists, leads and managers to meet and flex with business needs
      • Lead and cultivate a strong team culture focused on the customer experience across many remote and headquarter locations. 
      • Champion Modsy’s design service and continually raise the bar for what great service looks like.
      • Lead and manage team through change as Modsy evolves its service offering.
      • Evolve how the team does their jobs to meet changing business needs 
 
      • Deliver a great service clients love 
      • Ensure the team meets or exceeds expected quality of design service, communication and turnaround times with all customers. 
      • Establish best practices for communicating with customers - voice, tone, styleLeverage data and insights to evolve how Modsy’s Design Specialists serve customers (i.e. do their jobs) 
      • Identify gaps in current service delivery and implement immediate and longer term solutions to address
      • Partner with leaders in the style network to deliver and continuously improve a customer oriented design experience
 
    • Improve impact, efficiency and productivity of Team
    • Develop best practices, process and tools to help the team most effectively (and with the highest probability) move customers through the customer life cycle from design to purchase
    • Teach team to sell in a customer right way that comes from great service. Create training to support
    • Help team Increase number of customers who purchase through Modsy by leveraging data, insights, customer feedback, etc.
    • Develop optimal compensation and incentive structure to motivate team to reach business goals.
    • Lead and help team to achieve weekly sales targetsInfluence cross functionally to improve systems, tools, processes that drive efficiency and productivity of team.  

We’ll be excited about you because your qualifications include:

    • 10+ years operational experience in a retail or consumer environment; furniture or home decor a plus.
    • Prior experience managing P&L and responsibility recruiting, hiring, onboarding and performance managing large teams.  
    • A proven ability to build customer-facing teams and functions in a fast paced, dynamic environmentExperience managing remote employees
    • A proven ability to develop strong working relationships with cross functional partners
    • The ability to influence and drive results cross functionally in a way that enriches the company's culture and overall team performance
    • A passion for data driven, client centric decision makingExcellent written and verbal communication, presentation and problem solving skills
    • A track record of driving business insights, actions, and accountability across organizations

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