GOAT is seeking a results-oriented Manager of Workforce Management and Quality Assurance. This individual should have deep experience with capacity planning and forecasting for a fast-growing business and performance-based culture. You will be responsible for driving the schedule system implementation. You will also be responsible for overseeing the creation of a quality program to measure agent service delivery and optimize customer satisfaction. The ideal candidate will be an innovative thinker who is comfortable working across a variety of departments. This role requires someone who is great with people, capable of multitasking, is detail-oriented, is innovative, and able to successfully manage spearheading a project with multiple timelines & deadlines. 

In This Role You Will:

• Interview and identify the most qualified candidates for the Quality Assurance and Workforce Management teams.
• Implement and maintain quality processes for multiple functions across multiple locations, including offshore resources. 
• Implement and maintain Workforce Management processes for multiple functions across multiple locations, including offshore resources.
• Monitor daily team productivity, optimizing personnel to meet team expectations.
• Implement and administer Quality Assurance monitoring software and ensure optimized utilization of QA tools.
• Implement and administer Workforce Management software and ensure optimized utilization of WFM tools.
• Provide support and partnership to the Customer Experience and Fraud Teams by implementing process improvements to better serve consumers and drive efficiencies.
• Anticipate future business changes and challenges and proactively develop and implement new or revised plans to maintain a competitive service environment, staying current on Contact Center industry practices and challenges.
• Ensure alignment on priorities and strategic direction by partnering with other business units and leaders.
• Develop and deliver on key metrics and performance indicators to measure overall customer experience and financial performance and provide a foundation for continuous improvement.
• Be flexible to manage other assignments as they arise.

We Are Looking For:

• 3 - 5 years of experience in contact center workforce teams, ideally at one or more organizations that have 2-sided marketplace structures.
• 1 -3 years of experience in digital commerce and/or experience in business related field.
• Demonstrated proficiency in the utilization and implementation of Quality Assurance software.
• Demonstrated proficiency in the utilization and implementation of Workforce Management software.
• A solid track record demonstrating the ability to manage team performance, results and development.
• Experience carefully evaluating internal customer experience processes and workflows, and successfully optimizing these processes to drive efficiency.
• Ability to gather, synthesize and analyze information to make recommendations that will improve customer experience and improve the marketplace experience.
• Proven track record of implementing new solutions from end to end, including strategy, planning, and execution.
• Proven ability to communicate and work seamlessly with both technical and business teams.
• Excellent written and verbal communication skills and the ability to simplify complex topics.

GOAT is the global platform for style. Founded in 2015 to bring trust to the sneaker community, the technology platform has since expanded to offer apparel and accessories from the world’s leading contemporary, avant garde and luxury brands. Through its unique positioning between the primary and resale markets, the company is able to surface styles from the past, present and future, delivering authentic product to over 20M members across 164 countries.

The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable.