• We go above and beyond for each client by providing creative solutions to issues, handling escalated clients with a high touch level of service, and providing timely follow-up when necessary to ensure open and clear client communication
• We provide best-in-class service to every Sephora client, regardless of contact channel, while ensuring operational efficiency and a fix-it-for-tomorrow attitude
• Job Opportunity: The Manager, Operations supports the Senior Manager, Operations by focusing on the daily execution of results via driving metrics and efficient process operations
• This role is responsible for ensuring vendor adherence to service levels / targets, driving continuous improvement through data analysis, auditing, and providing actionable feedback
• The Manager of Operations plays a crucial role in crafting exceptional client experience through evaluating processes and metrics to identify trends, bottlenecks, and areas for improvement
• Through ensuring consistency and compliance, this role will optimize operations to drive efficiencies, cost-savings, and proactively address operational challenges
• Drive Results: Drive internal and external execution to achieve metrics aligned with Sephora-defined targets
• Conduct regular audits to spotlight and action on performance opportunities
• Process Optimization: Define, monitor, and enhance key performance indicators and quality standards
• Conduct trend analyses, identify needs, and develop strategies to enhance workflows, reduce friction, and minimize costs
• Assist Client Services leadership in disseminating projects and initiatives within the vendors
• Reporting & Analysis: Leverage reporting to analyze operational data, interpret trends, and develop action plans to implement enhancements
• Proactively address operational challenges, regularly providing actionable feedback to the vendors
• Direct Report Development: Provide ongoing coaching and mentoring direct reports, fostering their professional development and enhancing their skills to achieve individual and team goals
• Collaboration & Support - Collaborate with cross-functional teams, including Senior leadership, internal departments, and external vendors, to facilitate change management

Serve as a subject matter expert on operational processes to execute on the Client Services vision

• 3+ years of experience in contact center leadership or relevant operations
• 4+ years of leadership experience in a metrics-driven environment
• 4+ years of experience working on operational process improvement projects
• Proven track record of managing vendor performance and standards
• Demonstrated ability to make informed decisions, manage resources effectively, and adapt to changing business needs
• Demonstrated ability to manage well under pressure, reacting quickly amidst unexpected circumstances
• Motivational and dynamic leadership and mentoring style
• Exceptional client services skills
• Understanding of care center software (e.g., workforce management, client relations management) and ability to learn new systems quickly
• Strong written and verbal communication skills
• Strong analytical and problem-solving skills
• Demonstrated integrity, professionalism, and a constructive approach to challenges
• Detail-oriented with a high degree of accuracy

Thrives in a fast-paced, complex environment

This role requires a deep understanding of day-to-day operations, strong analytical abilities, and clear communication skills to present findings, implement recommendations, and even support highly complex client issues when needed

The annual base salary range for this position is $83,810.00 - $111,000.00 The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job

• Individuals employed in this position may also be eligible to earn bonuses

Sephora offers a generous benefits package to full-time employees, which includes comprehensive health, dental and vision plans; a superior 401(k) plan, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program We invest in training and developing our teams, and you will continue evolving and building your skills through personalized career plans