An amazing opportunity to join a leading online retailer as an Italian Operations Manager.

The successful candidate will be a key part of the European (EU) Customer Service (CS) team, be responsible for leading a group of 3-5 CS Team Managers and their associated teams, each of which has approximately 20-30 CS Associates and 2-3 Team Leads. The Operations Manager will report directly to the relevant country or site CS Senior Manager.

Key Accountabilities:
• Manage 3-5 Team Managers, each of them responsible for one CS production team
• Manage and drive staffing plans, schedules, quality initiatives, process change initiatives, and other Change/ Six Sigma initiatives
• Lead CS production teams to the achievement of their performance goals
• Set up and communicate quality and productivity goals, specific to the team, site or department goals
• Ensures that team is meeting quality and productivity goals
• Supports the Team Managers in monitoring performance improvement initiatives for quality and productivity at the team level
• Ensures high compliance to operational processes and policies
• Set/ clarify requirements and expectations for Team Managers
• Measures performance, provides feedback, hold Team Managers accountable for their performance and the performance of their departments
• Meets with Team Managers several times each day to monitor progress. As needed partner with Team Managers to establish corrective plans to insure that department meets objectives
• Ensures all Service Levels are met for the website he/ she is supporting
• Builds staffing and capacity plans with WW Capacity Planning team and local finance team
• Monitors actual staffing levels against plan
• Dynamically monitoring Service Levels and taking the relevant corrective actions as required
• Provides leadership to the French team in Cork, Ireland.
• Communicates and maintains CS vision, direction and culture to the team
• Drives his/ her teams to high level of achievement and meeting CS goals
• Raises the bar with respect to hiring and ensuring solid succession planning for all critical functions of their group.
• Keeps abreast of technology improvement at the company and industry level
• Applies best practices from and shares best practices with global counterpart.
• Represents the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution.
• Manages special projects and other duties as assigned

Location/Travel:
• Travel within the EU 10% of the time
• Travel to the US twice per year

Key Experience Required:
• Proven record of owning, growing and managing full stand-alone operations
• P&L experience preferred
• A proven track record in leading and delivering improvement to customer satisfaction within medium - large call centre operations
• Demonstrable leadership experience and an engaging management style
• A background that demonstrates and understanding of “World Class” Customer Service
• Significant business Improvement experience, preferably Six-Sigma or Kaizen
• Experience Identifying the commercial and market drivers for a business area
• Development and implementation of customer service strategy
• Planning, prioritisation and project management disciplines
• Relationship management
• Experience in leading large organizations and building talent and future leaders

Personal Skills
• Is an inspirational and motivational leader
• Is confident and skilled at influencing any individual or group
• Has the drive and conviction to challenge assumptions and drive change
• Thinks flexibly and creatively to generate innovative solutions
• Strong analytical ability and a meticulous attention to detail
• Identify and remediate key issues in an operational environment
• Outstanding written and verbal communication skills
• Highly metrics driven, strong analytical aptitude
• Must deliver Measurable results

Key Qualifications required:
• Degree Qualified
• Fluent English and Italian
• Strong working knowledge of additional European languages is highly desirable
• TQM, Lean or Six Sigma background is preferred