Senior Manager- Customer Service at iHerb

| Pasadena
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 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. 
 
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Job Summary
The Senior Manager, Customer Service, will be responsible for driving KPI’s (Key Performance Indicators) within the department. These KPI’s include reducing the number of contacts, optimizing our First Contact Resolutions and improving the iHerb’s Customers Experience. We're looking for a leader who will champion the needs of the Customer with an obsession for identifying and solving for Customer pain points. The right candidate must have a strong demonstrated capability to own and drive innovative improvements to the Customer Service department and anticipate potential top customer issue drivers. Success in this role requires a consistent data driven approach to decisions and capability to quantify improvements in the Customer Service experience of our customers. Key activities include leading a Survey Response Team and helping to measure KPI’s tied to Quality and Productivity. The ability to drive automation of CS experience through technology, such as an AI Chatbot, will be critical in driving improvements in self-service and lowering our cost per contact. This role will partner closely with business and market leaders across the organization to define ways to improve our CS Landing Page, and ensure that all of our Customer Service contact channels are aligned to support our iHerb customer-centric vision. 

Job Expectations:
  •  Ability to analyze and improve customer touch points in our email, chat, social media and RMA (Refund) interactions 
  • 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 
  • Evaluate interactions with all systems and channels to help identify key areas of opportunity for improvement (e.g Zendesk, CS Portal, BizDesk, RMA System) 
  • Partnering with our business unit leaders and IT to manage customer experience projects from inception through implementation and steady state 

Knowledge, Skills, and Abilities:
  • 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
  • Six Sigma Background (Black Belt) a strong plus 

Education:
  •  Bachelor’s Degree in Business or related field preferred, or a combination of education and equivalent work experience.


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Location

Pasadena is known for its charm, sophistication and the best night life this side of LA! Tech is in Irvine, one of America's best places to live!

An Insider's view of iHerb

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.”

Chris

Software Development Engineer I (SCS)

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 Development Engineer (SCS)

What makes someone successful on your team?

"A top performer on my team is really exceptional at a few things above and beyond the skills to do their work. Building relationships, adapting to the environment as it changes, and acting with urgency are these key abilities that enable them to achieve rapid growth in their career at iHerb."

Sara

Product Manager

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.”

Al

Director of Software Development & Platform (SCS)

What makes someone successful on your team?

"Collaboration, feedback and creative freedom contribute to our team's success. Collaborating and receiving feedback ensures the content of our projects is accurate and effective. We are also given the freedom to approach our projects however we see fit — this flexibility allows us to create learning materials that are engaging and interesting."

Nina

Curriculum Developer

What are iHerb Perks + Benefits

iHerb Benefits Overview

Perks include snack and beverage stations, on-site gym, video arcade room, sand volleyball court, team happy hour and networking events and more. iHerb is dedicated to providing comprehensive medical, dental and vision plans by contributing up to 80% of the monthly costs associated.

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
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
iHerb Team Members can contribute up to $2700 annually to their FSA.
Disability Insurance
iHerb offers both short and long term disability coverage for its Team Members.
Dental Benefits
iHerb contributes 75% of the monthly costs associated with Cigna DHMO or Cigna DPPO dental plans.
Vision Benefits
Health Insurance Benefits
iHerb contributes up to 80% of the monthly costs associated with Blue Shield's HMO, HMO+, PPO and HDHP health plans.
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
iHerb's team fitness initiatives include in-office yoga and in-office fitness classes.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
iHerb contributes a 100% match up to 4% of the Team Member's election.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Company sponsored family events
iHerb invites employees and their family members to attend a local minor league baseball game every summer.
Vacation & Time Off Benefits
Generous PTO
iHerb employees receive up to 20 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
iHerb hosts company outings throughout the year (varies by location).
Game Room
Our game room includes Ping Pong, Foosball and Video Games.
Stocked Kitchen
Happy Hours
Happy hours are hosted on occasion .
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
iHerb offers employees professional development opportunities like the ability to attend job related conferences and seminars.
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
Online course subscriptions available
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