Manager, Change Integration Management - Remote

| Boston, MA | Hybrid
Sorry, this job was removed at 3:33 p.m. (CST) on Friday, February 18, 2022
Find out who's hiring in Boston, MA.
See all Operations jobs in Boston, MA
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

The Role:

Manager, Change Integration Management

This role is responsible for partnering with Operations, CS and business stakeholders to engage in planning and delivering the launch of new processes, programs or tools across the Customer Service Organization.  The CIM is accountable for assessing the organization’s launch readiness, creating the communication strategy and measuring change adoption.  This role will work closely with Capacity Planning, Training and Operations to ensure changes are implemented in a timely and consistent manner by creating mechanisms to track and monitor adoption and capture employee feedback . This role will also own the Knowledge Management system, ensuring processes and policies are updated across all access points.

What you'll accomplish:

  • Ensure organization is prepared for changes to policies, procedures, programs or tool sets by creating
  • Provide direction to business teams on change strategy, potential conflicts and resolution paths
  • Partner with CS to determine the appropriate level of site communication and create a site communication plan if one is required
  • Work closely with Program Manager to confirm program launch dates and readiness for deployment
  • Ensure program launch information is communicated effectively to minimize any negative impact at the site while supporting a high level of engagement and implementation
  • Provide input into Go/No Go decisions on program launches to ensure CS organization is prepared
  • Participate in initial post launch support and analysis to understand performance or customer impacts of the change
  • Responsible for gathering and summarizing feedback on project launch misses and organizing post launch lessons learned sessions
  • Maintain knowledge management system to ensure only current information is available to agents and curate content for ease of search and consumption. Introduce best practices in knowledge management and improve upon existing content.

Qualifications

  • 3+ years working in a Contact Center environment
  • Bachelor’s degree or higher
  • Strong written and verbal communication skills, able to adapt delivery to different audiences
  • 5 – 7 years experience using data to drive business improvements
  • 3+ years experience in program or project management
  • Experience defining and executing against program requirements
  • Experience using problem solving and analytical skills to solve business problems and drive process improvements
  • Ability to work effectively with tight deadlines in a fast-paced environment
  • Attention to detail and proven ability to manage multiple, competing priorities simultaneously
  • Ability to create, improve and document processes, workflows

Preferred Qualifications

  • Six Sigma, Kaizen, Agile, or other Process Improvement methodologies
  • PMP or similar certification
  • Working knowledge of Zen Desk
  • Certification in Change Management (Prosci or other methodology)

Important COVID-19 Guidance (for candidates applying to roles in our MA, NY and CA offices): Per Rue Gilt Groupe’s policy, all associates who will work at our MA, NY or CA offices must be fully-vaccinated and proof of vaccination will be required.

ABOUT US:

Rue Gilt Groupe is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We’ve defined the online treasure hunt through our daily sale events allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail.

Rue Gilt Groupe operates three complementary sites – Rue La La, Gilt, and Shop Premium Outlets.

Our vision at RGG is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we’re also in the business of sparking delight for our Associates. We inspire each other, our Members, and ourselves to push past the expected – every day. Our culture is rooted in our values and together we work to demonstrate being Kind, Passionate, Collaborative, Innovative, Tenacious and Empowered.

This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other


Read Full Job Description
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • CSSLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • Objective-CLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • PandasLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularFrameworks
    • Angular.JSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • DockerFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • React NativeFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • Vue.jsFrameworks
    • AWS RedshiftDatabases
    • BigQueryDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • NoSQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Microsoft AzureServices
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • MiroDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • NotionManagement
    • DocuSignCRM
    • SalesforceCRM
    • Salesforce Marketing CloudEmail
    • Media RadarLead Gen
    • SlackCollaboration
    • ZoomCollaboration

An Insider's view of Rue Gilt Groupe

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

I really appreciate Rue Gilt Groupe’s work-life balance. Our marketing team norms include limiting lunchtime meetings and after-hours emails, so there’s a distinction between work and personal time. Additionally, RGG’s flexible time-off policy and Summer Fridays mean Associates can take vacation, sick, and personal days as they want or need to.

Cade

Senior Analyst, Digital Marketing

What does your typical day look like?

The team has a natural curiosity for the business, we feel empowered to pull analysis and dig into the numbers. We can actually see the impact we have on the business! We are also given the opportunity to partner and support multiple cross functional teams, it is always interesting to learn about other departments.

Lauren

Director, Merchandise Planning

How has your career grown since starting at the company?

Three promotions & six years later, I went from a UX Product Designer to a Group Product Manager building personalization products as part of the Data Science team. Going from Design to Data Science is not a typical path, it took hard work, but the genuine & consistent support from cross-functional leaders opened the doors to new opportunities.

Joelle

Group Product Manager, Data Science

How do your team's ideas influence the company's direction?

The Customer Service team is in the best position to hear what Members want from us, what we can do better and how we can continue to delight them. We listen to their feedback and share that with the rest of the company to continuously improve user experience. By putting the Member first, these insights help all of us collaborate effectively.

Maria

VP, Customer Service

What’s the vibe like in the office?

I love how passionate and engaged everyone is in their work. It's really special and refreshing to see the thoughtfulness and care that shines through in the output of everyone's day-to-day jobs.

Grace

Lead Product Designer

What are Rue Gilt Groupe Perks + Benefits

Rue Gilt Groupe Benefits Overview

- 25% Off Rue La La & Gilt + 15% Off Shop Premium Outlets
- Free Shipping & Personal Concierge Assistance
- Pre-Tax Commuting Costs
- Referral Bonus
- Learn @ RGG, Robust Training Program
- Wellness
- Community Service Days + Company Wide Volunteer Day
- Hybrid Work Schedules
- Flexible Time Off & Summer Flex Hours
- Rewards & Recognition

Plus… Bagel Days, Free Coffee, In-Office & At-Home Events, Random Surprise And Delights, And Your Birthday Off!

Culture
Volunteer in local community
Partners with nonprofits
Rue Gilt Group has ongoing relationships with NAACP, American Nurses Foundation, BCRF, GLSEN, Project Glimmer and the Trevor Project. :
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Day off for your birthday
Hybrid work model
In-person all-hands meetings
Summer hours
Employee awards
Flexible work schedule
Remote work program
Diversity
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
We are committed to fostering an inclusive environment where every associate has opportunity to learn, grow, and bring their full self to work.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Associates can participate in "Wellness Wednesday" which is a company wide physical activity at home or in a group.
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
4 months fully paid!
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks

More Jobs at Rue Gilt Groupe

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Rue Gilt GroupeFind similar jobs like this