Support Team Operations Manager
About The Position
Just imagine bringing joy to millions of LEGO® fans around the world. Now make it real. As the Support Team Operations Manager, you will lead a back-office support team, drive operational excellence and deliver valuable insights that enhance the overall consumer experience. By supervising key processes and systems, this role ensures the efficient and effective support of customer-facing operations. We are looking for someone in this role who will work closely with cross-functional teams to identify trends, resolve issues, and implement data-driven process improvements to support consumer satisfaction, loyalty, and interpersonal success! Are you ready to inspire the builders of tomorrow? If you love creativity, problem-solving, helping others, and building connections as a leader, we encourage you to apply. About the Role: This role is for our new North American contact center based in Tempe, AZ.
Requirements
- People Leading Experience
- Basic proficiency in SAP, Excel, and PowerPoint
- Familiar with the Agile methodology
- Passion for Customer Service with an ability to rapidly acquire new knowledge and skills
- Strong collaborator leadership skills!
- Strong communication and teamwork skills
- Analytical approach, and enjoys getting to the root of issues and making improvements
- Have strong Continuous Improvement approach and ability to develop Continuous Improvement culture within your team
- Ability to lead in ambiguous situations and develop clear messaging for your support team and partners.
Responsibilities
- Lead and handle a back-office support team by fostering a collaborative, inspiring culture.
- Provide mentorship, career development, and training opportunities to continually develop the team and align with interpersonal goals.
- Oversee day-to-day regional operations by ensuring efficiency, accuracy, and timely completion of tasks that support and enhance the overall customer experience.
- Ensure that all processes are implemented to industry standards and company policies, maintaining compliance with internal and external regulations.
- Balance a deep knowledge and expertise of our departmental processes, ways of working, systems, and user needs by implementing improvement projects to positively impact consumer experience and support reducing contact handling time.
- Collaborate with varying teams across the globe, working cross-functionally to ensure a detailed end-to-end shopper experience that directly chips in to company targets.
- Deliver data-driven and measurable productivity reports to leadership on metrics, trends, and areas of improvement to drive strategic decision-making.
- Be an advocate for consumer experience, leveraging data and insight to identify pain points and recommend solutions that contribute to overall consumer satisfaction and loyalty.
Benefits
- Family Care Leave – We offer enhanced paid leave options for those important times.
- Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
- Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based
- Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
- Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme
- Your workplace – When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
