Customer Operations Lead
Spectacles are Snap's hand-free camera that take in both photo and video content that is shareable on, and off, Snapchat. With hardware and augmented reality working in tandem, Spectacles make it easy to make memories from your perspective, and relive them later.
Snap Lab is home to Spectacles — a camera inspired by the human eye, powered by your imagination — and a world-class research & development team that is paving the way for the future of the camera. Snap Lab builds creative technology that helps overlay computing on the world around us.
We're looking for a Customer Operations Lead to join the Snap Lab team!
What you’ll do:
Lead customer service engagement in North American and assist international engagement as required
Partner with Snap’s externally appointed Customer Support Desk to ensure metrics are met and processes are in line with Snap requirements
Collaborate with engineering, sales, marketing, supply chain, and external partners to bring a customized approach that delivers customer delight and maximizes efficiency in the overall value chain
Lead order management for third party / bulk orders in North American and effectively manage customer engagement through the process
Assure the customer journey through Spectacles.com is in line with delivery lead-time metrics and minimizes risk for Snap
Lead and drive inventory management and reconciliation with external logistics providers
Develop collaborative relationships with key internal stakeholders across the company to build materials and drive customer support processes and support guides for NPI products in pipeline
Ad-hoc reporting, and operations support across the end-to-end supply chain as determined
Knowledge, Skills & Abilities:
Ability to launch and drive organization-wide adoption of changes to strategy and operational processes
Proficiency with Google Docs (Sheets, Docs, Slides, etc.) and Microsoft Office (Excel, Powerpoint, etc.) products
Knowledge of ERP/business systems such as Netsuite/Oracle/Anaplan/Zendesk an advantage
Analytical mindset and ability to provide practical business insights from data
Proven stakeholder management skills
Ability to effectively operate as part of a global team
Excellent verbal and written communication skills suited for audiences ranging from customers and external partners to Snap’s internal business leadership
Minimum Qualifications:
Bachelor’s degree in a related field or equivalent years of experience
Minimum 6 yrs + experience in supply chain operations/ customer support
2+ years customer service experience using a customer support software package
Experience working at a technology or consumer electronics company
Preferred Qualifications:
Experience building excel models to solve business problems end-to-end
Experience working with research and development teams
Order management experience
Fluent in multiple languages
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].
Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid maternity & paternity leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!