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Sr Director, Continuous Improvement
3 months ago
Arhaus was founded in 1986 on a simple idea: Furniture and dcor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used-and loved-for generations.
Title:
Senior Director of Continuous Improvement
Location:
Remote
Reports To:
SVP Client Care Operations
Direct Reports:
8-10 employees
Description:
The Senior Director of Continuous Improvement is tasked with spearheading strategy development to enhance the overall customer experience. This pivotal role involves leading initiatives to achieve critical organizational objectives, including enhanced data collection across all Client Care operations, inclusive of Final Mile and Client Care & Scheduling, the design of comprehensive Client Care training programs, and the growth of customer satisfaction levels. This individual will drive growth strategies within Client Care operations, acting as a catalyst for change by identifying and capitalizing on opportunities for improvement. The Senior Director will be responsible for crafting a top-tier training & communications program.
Essential Duties & Responsibilities:
Key fundamental skill sets for this role are:
Collaborates with all key business partners to identify training & communication needs and any competency gaps.
Designs and implements all materials for Arhaus Client Care Operations Teams, including training manuals, learning tools, videos, and other tools that facilitate an improved customer experience.
Identify areas for improvement and gaps in ongoing employee education.
Manage communication with vendors, 3PL partners and internal cross-functional partners.
Develop a continued education platform that meets the needs of the dynamic product and marketing strategy, in partnership with cross-functional organization experts.
Develop and distribute reporting that supports the organization and Client Care Operations KPI Goals.
Partner with key leaders to share learnings and develop action plans to improve product quality and system processes.
Architect and disseminate SOPs and client-facing templates, while contributing to content creation and the development of training resources.
Act as a liaison between IT partners to ensure systemic improvements and advancements are made to support department goals and initiatives.
Requirements:
Exceptional leadership skills and acts as a catalyst for change.
Ability to manage multiple projects, ensuring alignment and synergy within their team and cross-functional partners.
People-oriented leader with a strong understanding of process management.
Education: College Degree preferred.
5 years of leadership experience in Client Services or Project Management.
Experience planning, developing, delivering, and updating training curriculum.
Team building and nurturing an inclusive learning environment.
Excellent presentation and facilitation skills for audiences of varying sizes and demographics.
Ability to analyze and share data.
Working knowledge of database applications such as Microsoft Office Suite, Salesforce, STORIS, and Manhattan.
Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.
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