Senior Manager, Process Improvement of Customer Service - Zoro

| Northwest Suburbs

Company Overview

In the past seven years, Zoro has grown from a group of 6 people working out of a 2,000 square foot building, offering fewer than 100,000 products to a group of 275+ working out of a 60,000+ square foot building, offering more than 2,000,000 unique products.

Position Description

The Senior Manager, Process Improvement, Quality and Training is responsible for driving improvements thru the department and developing and implementing best practices around quality and training. The Senior Manager, Process Improvement, Quality and Training will develop and lead teams in multiple locations. This position will ensure the continuous improvement of customer service processes and agent performance.

A day in the life of a Senior Manager, Process Improvement, Quality and Training at Zoro:

  • Continuously evolve the vision, strategy and tactics for Zoro's customer service specialty areas to ensure Zoro provides best-in-class customer support.
  • Lead the development, documentation and deployment of a quality management system including continuous improvement initiatives of all sizes and scopes.
  • Oversee the creating and management of work processes and procedures and ensure they are as simple as possible
  • Oversee the development of training the aligns to Zoro's values, process, metrics and quality.
  • Lead enterprise wide cross-functional teams thru major CI initiatives and projects to deliver expected benefits against key company objectives.
  • Develop and maintain an organizational system for business process document management.
  • Utilizes continuous improvement methodologies in order to optimize operations and build innovate solutions for operational deficiencies and process gaps.
  • Work with Customer Service Supervisors to improve and implement agent service skills training.
  • Work with Customer Service Supervisors to ensure their development as coaches and their ability to drive continuous improvement in agent performance.
  • Participation in development of Training and Reward & Recognition programs
  • Preparation and delivery of Program communication and Change Management Activity
  • Participate in the development and implementation of agent "quality" recognition programs consistent with objectives.
  • Perform all supervisory functions to effectively and efficiently manage the Personnel assigned (Including coaching, and development).

Position Requirements:

  • Bachelor's Degree highly preferred
  • 5 + Yrs experience with CI, LEAN, Six-Sigma or Project Management
  • 5-10 Yrs previous supervisory experience
  • Ability to travel up to 25%
  • Ability to manage multiple priorities and work under pressure
  • Analytical and process oriented
  • Knowledge of statistical analysis and interpretation
  • Excellent leadership and communication skills
  • Deep and broad understanding of customer facing end to end processes and systems
  • Maintain effective work relationships with management, peers, and subordinates
  • Supervise 5-8 direct reports in a reporting chain including as many as 50 indirect reports in multiple locations.

EEOC Statement

Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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Technology we use

  • Engineering
  • Product
    • PythonLanguages
    • DjangoFrameworks
    • Google AnalyticsAnalytics
    • JIRAManagement

Location

One office is in River North (Chicago), a community blossoming with culture and nightlife, and the other is in the northern suburb of Buffalo Grove.

An Insider's view of Zoro

How would you describe the company’s work-life balance?

We are driven and work hard, because we are growing like crazy! We are in this together because we want to be, not because we have to. On the flip side, I've never missed one of my kid's ball games, concerts, parent-teacher conferences, and when I take a vacation, I'm actually allowed to take it (of course, I'm available if you need me, team)! :-)

Adam

HR Leader

What are Zoro Perks + Benefits

Zoro Benefits Overview

Very competitive package - beyond your base salary, we offer bonuses, a 401(k) match and additional 401(k) incentive contribution, a full-scope of medical/dental/vision/life insurance benefits, voluntary benefits, shuttle service, a bunch of free food (free coffee, soft drinks, snacks, and free meals from time-to-time). Our North Suburb office has a subsidized cafe inside our offices that is a breakfast/lunch spot and coffee bar, in addition to a game room, recreation area and a rock room... yes a rock room... bring your axe and rock out on a break!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Optional Voluntary Benefit
Wellness Programs
Discount partnership with Sky Fitness.
Onsite Gym
Buffalo Grove equipped with workout bench, dumbells, free weights, a basketball court, badminton court, ping pong, air hockey, bags, golf net, outdoor volleyball, and we've even played quiddich!
Retirement & Stock Options Benefits
401(K)
401(K) Matching
3.5% contribution by Zoro on a bi-weekly basis (whether you contribute or not). Additional 3.5% target contribution based on annual company performance.
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
We've won a Dave Thomas award for having a solid adoption assistance program - that's pretty cool!
Vacation & Time Off Benefits
Generous PTO
Starting at 18 days per year with carryover option of up to 5 days.
Paid Volunteer Time
We like to give back to the local community. We have team builders focused on helping a variety of philanthropic organizations.
Paid Holidays
Zoro offers all employees paid time off to observe all major holidays.
Perks & Discounts
Casual Dress
We feature a range from shorts and t-shirts to those who embrace "Tie Tuesdays". Wear what makes you comfortable, but you may want to clean it up if you have an important customer in town!
Commuter Benefits
In our North Suburb office, we feature shuttle service to/from Buffalo Grove, Highland Park, and Deerfield stops. Also a commuter benefit program available as a voluntary benefit.
Company Outings
We've done many of these. From ball games to luaus to olympics to the zoo - Zoro finds ways to treat employees to lots of fun.
Game Room
Basketball, bags, driving range net, ping pong, badminton, video games, music room... we even played quiddich in our warehouse for our Harry Potter-themed Halloween event!
Stocked Kitchen
All offices feature coffee, soft drinks, sparkling water, tea, popcorn machine, random snacking opportunities, as well as an on-site cafe in our North Suburb office.
Some Meals Provided
Happy Hours
Sometimes happy hours provided by the company, but many team members get together outside of work because they want to, not because they have to!
Parking
Recreational Clubs
Softball, bowling, and dragon boat racing team... yes, dragon boat racing!
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
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