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Senior Manager Ecom Customer Care - Integration Manager (US REMOTE)

Company: Gamestop, Inc.
Location: Boston
Posted on: November 23, 2021

Job Description:

Description:At GameStop, we value ideas over the status quo and innovation over structure. The Care Team is currently working to revamp our organization end to end, choosing new software and designing / developing a new Customer Care app from the ground up. You will lead a team of product managers in their efforts to deliver against your strategy and goals. What You Will Do

  • Define the 1-3-year strategy and associated goals for the Customer Service Product domain which you will derive from the organizational vision.
  • Build and lead a team of product managers to execute the strategy and deliver against goals.
  • Serve your team as champion, coach, mentor, and teacher, continually investing in their development and well-being.
  • Partner closely with our Customer Care teams as we work together to rethink our overall Customer Care Offering Strategy.
  • Lead the forward-thinking research roadmap for your domain aimed at identifying trends and opportunities to innovate.
  • Invest time building relationships with your business, design, and technology partners to help your teams to better align and eliminate roadblocks when they arise.
  • Identify opportunities to improve processes and operational inefficiencies as needed.
  • Partner with leadership and your peers on the Account, Notifications, Fraud, and Payments teams to evolve the vision and ensure a cohesive experience for customers across both web and native experiences. What You Will Need
    • 10+ years' experience in an Agile development environment
    • 3-5 years' experience leading product managers
    • eCommerce or B2C product experience.
    • Experience building and leading teams through organizational change.
    • Skilled in developing product managers by providing actionable feedback and encouragement.
    • An owner's mindset with a bias for action that is comfortable operating in a fast-paced, dynamic environment.
    • Excellent analytical skills with the ability to dive deep when necessary.
    • Demonstrated ability to define a product strategy and goals based on a well-articulated vision using data, research, and industry trends.
    • Strong communications skills in both written and verbal domains.
    • A keen eye for detail because you know the devil is in the details.
    • Ability to partner with and influence stakeholders without direct authority.
    • Bachelor's degree or equivalent practical experience. Nice to Have/Bonus
      • Prior experience managing or working with Customer Care teams, CRM a plus.
      • Prior experience in reverse logistics, a plus
      • Experience or familiarity with SQL and/or BigQuery (data intelligence platforms)

Keywords: Gamestop, Inc., Boston , Senior Manager Ecom Customer Care - Integration Manager (US REMOTE), Executive , Boston, Massachusetts

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