About the Role

The Styling Field Operations team is responsible for driving overall operating effectiveness and efficiencies to enable and support the Styling Organization to delight our Clients. 

As the Styling Support Specialist, you will leverage your expertise in problem-solving, critical thinking, and process improvement to support the Styling field organization. You will play a key role in scaling and adapting the styling support program to meet the evolving needs of the business and provide day-to-day support for our Styling Field team, consisting of over 4,000 Stylists and Styling Leaders globally (US and UK). The Styling Support Specialist will be responsible for supporting both the day-to-day escalation resolution and leading key support team initiatives to implement new programs or solve existing problems to support the overall Styling experience. You will leverage data and strong analytical skills to evaluate to determine the impact of complex escalations and work cross-functionally to provide awareness and implement solutions to limit the disruption to business operations.

This role is critical to Styling Field operations running smoothly and efficiently. It requires solid critical thinking skills, interpersonal skills, excellent communication skills, and the ability to work both independently and as part of a team under the leadership of the Styling Support Lead and Styling Operations Manager. 

You’re excited about this opportunity because you will…

• Be responsible for monitoring and resolving high-touch, complex escalations for Stylists and Leaders, as an additional line of support to the Styling Support Agents. 
• Play an integral role in the process or technology implementation life-cycle, by supporting pre and post-launch testing and end-user adoption through the use of both quantitative and qualitative data analysis; proactively present and implement solutions.
• Effectively communicate status updates on complex or priority escalations effectively to cross-functional partners, Styling Leadership and the Styling Field exercising good judgment to know when others need to be informed or involved.
• Systematize the process to capture detailed insights surfaced through escalations to identify opportunities in the Styling experience that indicate a need for process improvement, training, coaching and communication enhancements to develop actionable recommendations and implement solutions.
• Build relationships with Technology, Product Marketing, Merchandise, CX and Warehouse Operations partners and are excited to foster Stylist advocacy in support of improving the Stylist experience. 
• Demonstrate master problem-solving skills, by leveraging resources, knowledge of Styling systems and current business initiatives, and draw between different pieces of evidence to determine appropriate solutions and execute. 
• Create and maintain an effective Stylist knowledge base, featuring support for trending issues or educational opportunities, ensuring content is up to date, accurate, and organized with intuitive, easy-to-use navigation.  
• Calibrate with your team using principles-based criteria when balancing business and Stylist needs, as well as considering the impact to various departments within Stitch Fix.
• Routinely demonstrate an ability to navigate gray areas with sound judgment and decision making abilities, doing the work to recommend a path forward when faced with an obstacle

We’re excited about you because you...

• Have a Bachelor’s degree preferably in business administration, logistics, general engineering or related field
• Have at least 4-6 years of work experience in a Support Center and/or Retail Operations
• Have a depth of experience determining and managing escalations (i.e. technology, merchandising, process) for remote field support programs and experience with support ticketing platforms. 
• Have 3+ years of experience leading a team of people (directly or cross-functionally); Experience managing a team in a remote organization is a plus
• Have the flexibility to support US and UK remote workforce working hours. This may include on-call hours outside of normal business hours during the week, weekends and holidays. On-call expectations will be communicated in advance.
• Have strong problem-solving skills with the ability to identify, research and analyze problems, determine alternative solutions and create action steps
• Are highly organized and can manage multiple projects and timelines concurrently with minimal guidance
• Are able to effectively work under pressure, with a sense of urgency and have an ability to navigate levels of priority 
• Have a high level of interpersonal skills, often working cross-functionally
• Have excellent written and verbal communication skills with an innate ability to understand your audience and tailor your message accordingly
• Thrive in high-volume, fast-paced and feedback-driven environments 
• Have experience with G Suite and advanced Excel functions and features preferred  
• Are continuously open to constructive, developmental feedback
• Are able to travel at least two weeks per quarter
• Are, above all else, bright, kind and motivated by challenge

You’ll love working at Stitch Fix because we...

• Are a successful, fast-growing company with a start-up work vibe
• Are a technologically and data-driven business
• Offer competitive salaries, equity and comprehensive health benefits
• Are at the forefront of tech and fashion, redefining shopping for the next generation
• Are passionate about our clients and live/breathe the client experience
• Get to be creative on a daily basis
• Are a bright and experienced leadership team that wants to do it right & is open to new ideas
• Believe in autonomy & taking initiative

About Stitch Fix

At Stitch Fix, we’re the first fashion retailer to blend expert styling, proprietary technology and unique product to deliver a refined shopping experience. Using a blend of art and science, we deliver a deeply personalized shopping service to our customers. This novel juxtaposition—at once analytic and artistic, technical and adventurous—attracts an extraordinary collection of talented people who are both thinkers and doers. Our diverse workforce has catalyzed enormous company growth over the past three years in terms of customer satisfaction and service efficacy. We’d love for you to help us carry on the trend.

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