About the Solution Center – Operations Excellent Manager role:
We are looking for a passionate, data-driven and curious individual that will lead a transition to an analytical and problem-solving team and culture in our Customer Service team. In this role, you will identify opportunities to correlate insights and trends that will drive our focus on the customer experience and operational efficiency. The scope will include leveraging existing data (in new ways) while identifying gaps and how to bridge these in both low/high methods.
Curiosity and an adventurous spirit to become proficient in areas of CX and Contact Centers will be critical. We see this role as holding a unique vantage point to see our operational strengths and opportunities and no limits exist in our questions and pursuits. From IVR routing, outsourcer and vendor partnerships, to CSAT and the value of FCR – we want to challenge the norm and explore where and when differentiation will make a true impact within our business model. We are open to individuals learning in this space and will invest in their development of the tools and resources if they possess the curiosity and passion. Management of this team includes the Workforce Management group and Back Office team with close collaboration with Tier 1/2 leaders and Director.
Strategy & Roadmap: Develop and execute the CS opx ex strategy and roadmap to leverage data, analytics, processes, tools and programs reduce contacts, improve forecast accuracy, improve coworker productivity, and reduce costs.
What we’re looking for in a new team member:
About Pampered Chef:
We’re a global brand delivering curated, high-quality kitchen solutions through a network of over 40,000 independent consultants. We began as a Chicago-based start-up in 1980. Today, we’re a small, agile company with long-term focus—backed by the resources of Berkshire Hathaway.
Our team is guided by our core values and our purpose of enriching lives…one meal & one memory at a time. We aren’t your typical company—we act like owners, crave challenges, seek out learning opportunities, and thrive in an environment of empowerment and accountability.