Senior Manager of Customer Happiness, Business Operations

Job Title:

 Sr. Manager Customer Happiness, Business Operations

About Bombas:

Bombas is a comfort focused premium basics brand with a mission to help those in need. The company launched in 2013, after the founders learned that socks are the #1 most requested clothing item at homeless shelters. From there, they set out to solve that problem, donating a pair of socks for every pair they sell. How do you donate a lot of socks? You sell a lot. And how do you sell a lot? You make the most comfortable socks in the history of feet. Millions of pairs sold and donated later, Bombas has continued to innovate within its mission and product, introducing new socks, as well as underwear and t-shirts, the #2 and #3 most requested clothing items at homeless shelters, all while continuing to make a positive impact on the community where we all work and live.

Click here to see what it's like to work inside the Bombas Hive!

The word Bombas is derived from the Latin word for bumblebees. Bees work together to make their hive a better place. At Bombas, we’re inspired by that. We know it’s the collective efforts of our team that keeps the Hive alive and strong - a team that is diverse and inclusive. Different perspectives strengthen our ability to make the most comfortable versions of the products people wear closest to their bodies every day and to serve the communities where we all work and live. We are committed to continuously building a Hive where all are welcomed, seen, and heard regardless of age, color, ethnicity, gender, gender identity, genetics, physical or mental ability, protected veteran, status, race, religion and sexual orientation. As a team, we will strive to create room for different experiences and empower all voices.

About the Job:

We are looking for an enthusiastic and driven team player to join our Customer Happiness Team as our Sr. Manager Customer Happiness, Business Operations, reporting directly to our Director of Customer Happiness. The ideal candidate has a minimum of 5+ years of Customer Service experience with 2+ years of mentoring and/or developing direct reports. This is an opportunity to grow and optimize a well-established customer service operation.

What you’ll be responsible for:

• Creating strategic direction and partnering with cross functional stakeholders (Operations, Business Systems, Data & Analytics) to drive operational efficiencies and reduce business risk
• Manage the growth, development and results of a team focused on Service, Efficiency, and Quality improvement
• Oversee day-to-day customer service operations, ensuring timely and accurate resolution of customer inquiries by agents, AI, and our self-service resources.
• Identify and develop process improvements and support objectives to increase efficiency and productivity.
• Monitor and present weekly/ monthly reporting on department KPIs, utilizing existing  data, identifying areas of improvement to increase customer service quality and service and implementing solutions.
• Promote organizational and departmental goals by providing continuous customer-centric service and support to external and internal customers.
• Provide agents with guidance and support in addressing difficult or complex problems and managing escalated conversations.
• Stay up-to-date on industry best practices and implement innovative solutions to enhance the customer experience.

What we’ll love about you:

• Big picture thinker who can understand the broader business case and context and create a business case around ideas and optimizations, while also being analytical and detail oriented 
• A team coach and emotionally intelligent manager who’s equally eager to roll up their sleeves and contribute
• A team player who is willing and happy to help
• Strong written and verbal communication skills
• Belief in our mission and understand the importance of giving-back
• Inquisitive, love to learn, embrace failure, and never give up
• Comfortable staying focused while working in any type of environment

What you’ll love about us:

• We are a team of smart, interesting, diverse, funny, and loving people.
• We offer competitive compensation, employer paid health, medical and dental benefits, 401k with match, paid parental leave, snacks, socks and a fun, relaxed office environment.
• We take the responsibility to make sure you are excited, happy, and find fulfillment in your work very seriously.
• We value fun. This is why we host office lunches, offsite team outings and company retreats.
• We believe in giving back to the community and helping those in need, which is why we volunteer as a team regularly.
• We believe success comes from the collective effort of all, which is why all full-time employees receive equity in the business.
• We offer flexible paid time off for all full-time employees. This includes over 20 paid company holidays and unlimited vacation, sick, and wellness days because we understand the value of health, relaxation, spending time with friends and family, and traveling the world.
• We understand the importance of communication and offer a monthly phone stipend for all full-time employees.
• We believe a healthy body equals a healthy mind, so we offer a $100 monthly wellbeing reimbursement to all full-time employees.

What you’ll bring:

• 5+ years of Customer Service experience with 2+ mentoring and developing direct reports
• Data visualization and manipulation skills used to inform strategic changes
• Proficiency in G-Suite, Excel, BI & Analytics tools such as Looker
• Experience with Gladly and generative AI powered tools preferred 
• Ability to adhere to and enforce project timelines and scheduled deadlines
• Detail-oriented with exceptional organization, task and time management
• Self-motivated, highly flexible and proactive with a team mentality
• Overall positive attitude with a passion for learning

Bombas is committed to delivering competitive and equitable pay for our employees.

Each component of the Bombas total rewards package, including benefits and pay, is aimed at contributing to an environment where team members have resources to  manage their lives and are enabled to focus on doing their best work.

The pay range for this position at the start of employment is expected to be between $114,000 and $122,000/year. However, the base pay offered may vary depending on multiple factors, including job-related knowledge, skills, experience, market factors, and business need.

The Bombas total rewards package offered for this position may also include other elements, such as annual bonus and equity target award opportunities as well as medical, financial, and well-being benefits. Additional details of these benefits will be provided if a candidate receives an offer of employment.

If hired, the position is “at-will” and the Company reserves the right to modify any component, plan, or program of the total rewards package at any time, for any reason.