Program Manager at Rue Gilt Groupe

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The Role:

Customer Service (CS) Program Manager

The CS Program Manager will be responsible for overall planning, tracking, updating and managing of all programs and projects related to the Customer Service organization and act as liaison between CS and corporate teams when programs have cross-functional components.  The CS PM will establish mechanisms that allow for tracking and status of all inflight projects and provide insights into risk and resource allocations.  The PM will also own triaging any new requests that come into the CS organization, and problem solve Zen Desk issues by working with various stakeholders to address needs/challenges in using the system and work to improve functionality, workflow and content.  Provide project management expertise on various technology, tool or other change initiatives within the CS organization. Programs would include but are not limited to contact strategy, loyalty program, customer insights/VOC.

What you'll accomplish:

  • Plan, track, manage and report on all ongoing programs/projects for Customer Service:
    • Build a master project plan (MPP) that will show high level and detailed information on all ongoing and closed projects, to include separate Big Bets tracking
    • Send regular program flash updates on each program in progress and facilitate a lessons learned post launch
    • Create individual project plans that show task level detail with ownership, due dates and status
    • Work to coordinate a calendar of program launches with cross functional teams, ensuring that resource collisions are managed and accounted for
    • Complete risk assessments for all program launches
    • Create an intake mechanism that will allow for cross functional requests to be received, triaged and responded to in a timely manner
    • Oversee any projects related to new tool implementation
  • Manage direct report that will serve as Zen Desk administrator, that role will be responsible for
    • Troubleshooting related to new/existing functionality, for example: International routing triggers not working, tickets not viewable for RL requests for new hires, etc.
    • Help in identifying report elements or setting up quick data asks (like counts of tickets for return labels) OR quick brainstorms/questions as needed (ex. Bin Check Report) i.e. create a solution for CST back office task reporting via Zendesk, also includes modifying existing reports as needed
    • Assist in technology and other change initiatives by identifying use cases and assisting Program Manager with ROI development

THE RIGHT FIT:

You have…

  • Bachelor’s degree, masters preferred
  • Proficient in relevant computer applications
  • 5-7 years of experience in a call center environment
  • Experience with ticketing (Zendesk, Salesforce or ServiceNow) and reporting systems (Tableau, Microstrategy, or Domo)
  • 1-3 years of project management experience with enterprise solutions
  • Knowledge of customer service practices and principles
  • Excellent data entry and typing skills
  • Superior listening, verbal, and written communication skills
  • Ability to handle stressful situation appropriately
  • Able to work collaboratively and cross functionally

Bonus points for…

If you've got everything going on above, you're already a strong fit. If you have the following too? You earn some extra credit from us.

  • Prior experience in e-commerce or retail customer call center
  • Ability to work in a fast-paced environment and adapt to changing priorities
  • Ability to work independently as well as contribute to a team; be flexible, self-motivated and proactive

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


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Candidate Location Eligibility:
Boston, MA

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases

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 projects are you most excited about?

As a new Rue Gilt Groupe team member, I am really excited to partner with associates and business leaders to take Rue Gilt Groupe's DEI initiatives to the next level!

Dante

Director, Diversity, Equity & Inclusion

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 kinds of technical challenges do you and your team face?

With our business model of limited-time pop-up shops, we experience bursts of high-volume traffic multiple times a day on our websites and mobile apps. We’re making ambitious changes to our tech stack to further scale and modernize while maintaining a fun (and stable!) shopping experience for our Members. It’s a unique and exciting challenge!

Kayleigh

Manager, Engineering

What are Rue Gilt Groupe Perks + Benefits

Rue Gilt Groupe Benefits Overview

25% OFF RUE LA LA, GILT, & GILT CITY
FREE SHIPPING & PERSONAL CONCIERGE ASSISTANCE
PRE-TAX COMMUTING COSTS
REFERRAL BONUS
[email protected], robust training program
WELLNESS
COMMUNITY SERVICE DAYS
FLEXIBLE TIME OFF & SUMMER FLEX HOURS
REWARDS & RECOGNITION
EDUCATIONAL REIMBURSEMENT
CORPORATE GYM RATES
ZIPCAR DISCOUNT
TRAVEL DISCOUNTS
12% OFF AT VERIZON
DRY CLEANING DISCOUNTS
DISCOUNTED MOVIE & BROADWAY TICKETS
PLUS… Bagel Fridays, free coffee, seltzer, and fresh fruit, massages, 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. :
Friends outside of work
Eat lunch together
Intracompany committees
Rue Gilt Groupe offers a DEI committee, fun committees per department
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
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
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Associates can participate in "Wellness Wednesday" which is a company wide physical activity at home or in a group.
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
4 months fully paid!
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
The Company will reimburse regular, full time associates, up to $5,000 per year towards education expenses to encourage their career development and ultimately, our success.

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