Senior Manager- Customer Service Experience

| Pasadena
Company Video: https://youtu.be/YWyTyjqj
Our Story, Our Vision
Since 1996, iHerb has continued its mission, built on providing a wide selection of health and wellness products to individuals around the globe at a reasonable cost. iHerb remains vigilant in its pursuit to ensure it maintains an expansive selection of over 30,000 online products to its customers. We are continuously innovating and expanding, committed to bringing the best in healthy products around the world. Our vision is to be the dominant health and wellness brand globally and to provide the best value for natural products.
Job Summary
The Senior Manager - Customer Service Experience is responsible for the design and continuous improvement of the overall Customer Service experience at iHerb. This individual will champion the needs of the Customer with an obsession for identifying and solving for Customer pain points. The role requires a strong demonstrated capability to own and drive innovative improvements to the Customer Service experience; anticipate potential top Customer issue drivers, update Customer Service page based on real time top contacts data, and automation of CS services to drive scale.
Job Expectations:
  • Champion technology projects such as improving our CS Landing Pages, implementing a Chatbot and Customer Segmentation projects that will drive quantifiable improvements for our Customer’s Experience with iHerb
  • Evaluate new contact channels (e.g. SMS, etc.) as a possible improvement over existing channels on a market specific basis
  • Lead Customer Survey Response Team partnering with key departmental POC’s to coordinate proper survey responses to customers of iHerb
  • Use Voice of the Customer, product, and operational data to gain insight across the customer journey; use this data to look at upstream issues that could be negatively impacting the customer’s experience when they interact with CS
  • Help to measure KPI’s tied to Quality and Productivity
  • Evaluate interactions with all systems and channels to help identify key areas of opportunity for improvement (e.g Zendesk, CS Portal, BizDesk, RMA System)
  • Partner with business unit leaders and IT to manage customer experience projects from inception through implementation and steady state
Knowledge, Skills, and Abilities:
  • Ability to analyze and improve customer touch points in our email, chat, social media and RMA (Refund) interactions
  • Excellent communication and interpersonal skills, with the ability to streamline diverse perspectives
  • Solid interpersonal skills with the ability to work with both management and staff level employees.
  • Highly organized and action-oriented, with a positive, can-do attitude
  • Ability to pull actionable insights from data
  • Ability to work independently and make sound decisions when faced with ambiguity.
  • Demonstrated high proficiency using MS Office Suite (PowerPoint, Excel and Word).
  • Demonstrated high proficiency using Journey Mapping software
  • Ability to negotiate, influence, and collaborate to build successful relationships
  • Ability to execute in a fast paced, high demand environment while balancing multiple priorities
Experience Requirements:
  • 5+ years in customer journey mapping expertise
  • 2+ years leading Process Improvement Projects
  • 7+ years in a project management, process improvement or strategy role
  • Experience running journey mapping, service design, or design thinking workshops
  • Prior experience creating and implementing customer experiences based on data-driven insights
  • Strategized and successfully implemented innovative customer strategies (technology, process, people) in a high-growth environment

Education:
  • BA/BS Required, Master’s Degree a plus
  • Six Sigma Background (Black Belt) a strong plus

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Location

Pasadena is known for it's charm and sophistication with the best night life, restaurants and bars this side of L.A! - Technology roles in Irvine, CA

An Insider's view of iHerb LLC.

What's something quirky about your company?

“Everyone is really different, nice and cool to be around. People are comfortable to be themselves, which is not common.”

Christopher

Junior Software Developer I

What's the biggest problem your team is solving?

“Most of the challenges stem from the extreme growth of the company in addition to keeping up with the technological advances in the market. We migrate and change quickly to adapt, which is the fun part because we are continuously learning.”

Alina

Senior Software Developer I

How does the company support your career growth?

"Everyone here is so brilliant. The teams are open and receptive to questions and work with you by providing constructive feedback, in addition to the camaraderie that supports consistent learning and development."

Kristine

Junior Software Developer I

How do you empower your team to be more creative?

"More so than empowering individuals, you have to hire the right people, trust them and let them do what they are good at.”

Alireza

Director of Software Development & Platform

What's the biggest problem your team is solving?

"The problem my team is currently solving is how to integrate robots into the warehouse. iHerb recently brought on a new team of engineers to design the robots and my team will be interfacing with them. This will involve a range of sub-problems from path finding for robot navigation to dynamic location management."

Ian

Software Developer II

What are iHerb LLC. Perks + Benefits

iHerb LLC. Benefits Overview

Perks include snack and beverage stations, on-site gym's, video arcade rooms, sand volleyball court, team happy hour and networking events and etc...iHerb is dedicated to providing comprehensive medical, dental and vision plans by contributing 75% or more of the monthly costs associated, regardless of one's level of coverage.

Culture
Volunteer in local community
iHerb is committed to helping great causes here at home and around the world. We partners with organizations like the Boys and Girls Club, Susan G Komen, Ronald McDonald House, Exceed, etc...
Partners with Nonprofits
Worldwide, we’ve donated over $5 million. iHerb facilitates two schools in Cambodia in addition to supporting the Cambodian Children's Fund and New Hope Cambodia in support of children's education.
Friends outside of work
Eat lunch together
Intracompany committees
iHerb's iFit and iFocus teams are dedicated to organizing company events in addition to creating wellness programs and initiatives. The overall health and wellness of our team members is priority!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
iHerb Team Members can contribute up to $2700 annually to their FSA.
Disability Insurance
iHerb provides both short and long term disability coverage for it's Team Members.
Dental Benefits
iHerb provides both a DHMO and PPO thru Cigna Dental
Vision Benefits
Health Insurance Benefits
iHerb contributes 75% or more to the monthly costs associated with health plans ranging from Blue Shield's HMO, HMO+, PPO and HDHP.
Life Insurance
iHerb provides all full-time Team Members with a 100% company-paid $50,000.00 life/AD&D policy. In addition, Team Members have the option to elect additional life/AD&D coverage plans.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
iHerb contributes a 100% match up to 4% of the Team Member's election. This is a "Safe Harbor" plan, absent from a vesting period , therefore the money that iHerb contributes is yours from day one.
Company Equity
iHerb provides a generous Profit Sharing and Phantom Unit Plan that provides equity to employees based on a minimal vesting period.
Performance Bonus
iHerb's annual discretionary bonus program is generous to say to say the least! Bonus plans are aligned with the individual and overall success of the company and Team Member.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Acme Co. employees receive between 15 and 20 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted On occasion .
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250 with a maximum total match of $5250.
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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