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GMS Operations Manager

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Fabletics

3mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Berlin
  • Quick Apply

AI generated summary

  • You need 5+ years in online retail, know call center KPIs, excel in MS Office, speak English and Spanish, have project management skills, and be adaptable in a fast-paced environment.
  • You will oversee customer service operations, manage performance metrics, collaborate with teams, support strategic initiatives, and build relationships with vendors while ensuring policy compliance.

Requirements

  • 5+ years experience in a similar role, ideally in an online retail or subscription service environment
  • General knowledge of Workforce Management and call centre KPIs.
  • High proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
  • Fluent in verbal and written English and Spanish; a third language at a B2 level is a plus.
  • Analytical mindset with a strong understanding of numbers and correlations.
  • Project management skills.
  • Bachelor’s Degree or equivalent preferred.
  • Proof of technical skills (e.g., work certificates or training certifications) is a plus.
  • Ability to influence key stakeholders across all levels of the company.
  • Inventive, proactive, and celebrates team and individual milestones.
  • Strong linguistic skills and eloquence.
  • Adaptable, patient, and creative in problem-solving.
  • Respectful and able to work with diverse personalities and nationalities.
  • Thrives in a fast-paced environment and remains approachable to peers and team members.
  • Willingness and ability to travel.

Responsibilities

  • Partner with Director GMS Member Experience & Site Operations on short and long-term operational strategic plans, projects, and organizational Operations structure
  • Oversee customer service operations, focusing on tactical execution and supporting strategic initiatives.
  • Protect the reputation of the company and its brands and ensure all Operations actions are in alignment with our company policy. Serve as an escalation point for critical customer service issues.
  • Manage and drive improvement for service level, availability, quality, and retention performance.
  • Collaborate with internal teams, including workforce management, training, analytics, brand manager, and brand teams.
  • Assist with research of potential partners and opportunities.
  • Contribute to efficiency and cost-reduction projects, focusing on headcount and resource utilization.
  • Provide technical leadership to peers in the GMS Operations team and guide improvement initiatives.
  • Build strong relationships with call centre vendors, social media moderation tool providers, and external brand stakeholders.
  • Assist with headcount planning and contribute to broader strategic initiatives to enhance customer service.
  • Utilize ACD systems, social media moderation tools, Microsoft Office Suite, speech analytics tools, and CSAT survey software, with occasional use of project and knowledge management software.

FAQs

What locations are involved in the GMS Operations Manager role?

The role involves managing global functions for Member Services operations in Los Angeles (LAX), Berlin (BER), Barcelona (BCN), Belgrade (BEG), Davao City (DVO), and Tijuana (TIJ).

What are the primary responsibilities of the GMS Operations Manager?

The primary responsibilities include overseeing customer service operations, managing projects to improve quality and efficiency, collaborating with internal teams, and serving as an escalation point for critical customer service issues.

What qualifications are required for the GMS Operations Manager position?

Candidates should have 5+ years of experience in a similar role, general knowledge of Workforce Management and call center KPIs, proficiency in Microsoft Office Suite, and fluency in English and Spanish. A Bachelor’s Degree or equivalent is preferred.

Will there be opportunities for professional development?

Yes, there are dedicated programs for professional development through the “Style Your Day” initiative, allowing time for career development and personal goals.

Is travel required for this position?

Yes, a willingness and ability to travel is required for the GMS Operations Manager role.

What kind of work-life balance does TechStyleOS offer?

TechStyleOS understands the importance of work-life balance and offers flexible working hours, a policy of no meetings on Fridays, and unlimited discretionary paid time off in addition to contractual holidays.

Are there employee discounts available?

Yes, employees receive a 70% discount on Fabletics and JustFab, a 50% discount on Savage X Fenty, and access to corporate benefits for discounts on popular brands.

What tools and systems will the GMS Operations Manager utilize?

The role requires the use of ACD systems, social media moderation tools, Microsoft Office Suite, speech analytics tools, and CSAT survey software, among others.

What type of company culture does TechStyleOS promote?

TechStyleOS promotes a vibrant workplace culture that values diversity and inclusivity, fostering an environment free from discrimination or harassment.

Can applicants apply even if they do not meet all qualifications?

Yes, TechStyleOS encourages candidates to apply regardless of whether they meet all qualifications or requirements.

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Fabletics

Retail & Consumer Goods
Industry
201-500
Employees
2013
Founded Year

Mission & Purpose

Founded in 2013, Fabletics brings the fashion-house approach into the activewear space. By fusing style-centric design with high-performance technology, we’ve evolved activewear beyond the gym, into every walk of life. Driven by our innovative VIP membership program serving over 2 million loyal members, we deliver premium quality at affordable prices with weekly new collections in sizes XXS-4X for women and XS-4X for men.