At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.

Job Title:Sr Manager, Customer Service Operations

Reports to:Director, Customer Care

Location:Remote Colorado, Texas, California, or Arizona

The Role

The Senior Manager, Customer Service Operations is responsible for overseeing the Customer Care Operations team and promoting effective and efficient operations within the department. Responsibilities include identifying and eliminating obstacles, monitoring department and financial performance, managing department financial plan and budget, and creating and strategizing new ideas to keep our systems and processes working efficiently.

The Senior Manager, Customer Service Operations will be proficient in managing others, have a sharp business mindset, and an aptitude for solving complex problems. They will build strong cross-functional partnerships with ecomm, Finance, DCs, IT, staffing agencies, software technology partners as well as senior leadership across the company.

We celebrate diversity--of your background, your experiences and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.

Your Impact

The primary functions of this role, include but are not limited to:

1. Managing P&L for Customer Care; developing an annual budget that aligns with the department’s strategic goals and overall company budget
2. Manage a team that consists of Operations manager, workforce management, back-office, data & analytics, finance, social media, employee discount team, and customer care admin.
Responsible for creating strategic direction and partnering with cross functional stakeholders to drive continuous improvement and cost savings
Support career development and skill development of team to ensure job satisfaction, retention, and future talent development
Seek out customer pain points through reporting and drive cross functional projects aimed at reducing contacts, improving customer satisfaction, and reducing opex cost
3. Manage technology partners & integrations
Identify areas of inefficiency or ineffectiveness and devise ways to optimize systems, policies, and procedures
Responsible for refund performance as well as ensuring customer requests are answered in a timely manner through proper staffing, driving efficiencies, and capitalizing on technology improvements
4. Partner with IT team, overseeing hardware requirements, onboarding process, and cost

Who You Are

Collaborative partner who enjoys working cross functionally
Innovative problem solver
Results orientated

We’d love to hear from people with

A well-rounded leader with 5-10 years of experience in a call center environment. Someone who has a combination of strong leadership skills, financial acumen, and a strategic mindset to drive success across multiple business functions. The ability to collaborate with diverse teams and manage the intersection of various business areas and a demonstrated ability to analyze complex issues, identify root causes, and implement effective solutions.

What We'll Give You

Competitive Pay and Bonuses - We’ve created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they’re valued.
Financial Planning and wellbeing - No matter what financial goals our employees have set, we want to help them get there. Our plans provide powerful ways to protect income, pay for expenses and invest in the future.
Time away from work - Sometimes we need time away to be with family, focus on our health or just simply recharge. Our plans support our employees’ needs to get out, get healthy and come back stronger than ever.
Extras, discounts and perks - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras
Growth and Development - Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opportunities and support for personal and professional development.
Health and Wellness - There’s nothing basic about our comprehensive health and wellness programs and offerings. While at work and at play, we aim to support a healthy lifestyle.

Denver, CO: $120K-$130K

Los Angeles, CA: $125K-$135K

The salary range posted reflects the minimum and maximum target for new hire salaries for this role in Los Angeles, CA and Denver, CO. Individual pay will be determined by location and additional factors, including job related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary for your preferred location during the hiring process.

Equal Employment Opportunity

Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants regardless of their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.