Senior Manager of Customer Happiness, Business Operations

We are looking for an enthusiastic and driven team player to join our Customer Happiness Team as our Sr. Manager Customer Happiness, Business Operations, reporting directly to our Director of Customer Happiness. The ideal candidate has a minimum of 5+ years of Customer Service experience with 2+ years of mentoring and/or developing direct reports. This is an opportunity to grow and optimize a well-established customer service operation. What you’ll be responsible for: Creating strategic direction and partnering with cross functional stakeholders (Operations, Business Systems, Data & Analytics) to drive operational efficiencies and reduce business risk Manage the growth, development and results of a team focused on Service, Efficiency, and Quality improvement Oversee day-to-day customer service operations, ensuring timely and accurate resolution of customer inquiries by agents, AI, and our self-service resources. Identify and develop process improvements and support objectives to increase efficiency and productivity. Monitor and present weekly/ monthly reporting on department KPIs, utilizing existing data, identifying areas of improvement to increase customer service quality and service and implementing solutions. Promote organizational and departmental goals by providing continuous customer-centric service and support to external and internal customers. Provide agents with guidance and support in addressing difficult or complex problems and managing escalated conversations. Stay up-to-date on industry best practices and implement innovative solutions to enhance the customer experience.

Bombas is a comfort focused premium basics brand with a mission to help those in need. The company launched in 2013, after the founders learned that socks are the #1 most requested clothing item at homeless shelters. From there, they set out to solve that problem, donating a pair of socks for every pair they sell. How do you donate a lot of socks? You sell a lot. And how do you sell a lot? You make the most comfortable socks in the history of feet. Millions of pairs sold and donated later, Bombas has continued to innovate within its mission and product, introducing new socks, as well as underwear and t-shirts, the #2 and #3 most requested clothing items at homeless shelters, all while continuing to make a positive impact on the community where we all work and live.