Manager, TCS Operations

Manager of Tailored Customer Solutions

Tailored Brands, Inc . is a leading omni-channel specialty retailer of menswear, including suits and a broad selection of business casual offerings as well as the largest provider of tuxedo rental products in the U.S. and Canada. We operate retail stores in all 50 states and Canada. Our U.S. retail stores are operated under the brand names of Men’s Wearhouse, Jos. A. Bank, Men’s Wearhouse and Tux, and K&G Fashion. Our Canadian stores are operated under the brand name of Moore’s in ten provinces. Our purpose is to help people love the way they look and feel for their most important moments. We accomplish this by putting customers at the center of every decision, rallying together to achieve common goals, and striving for excellence and continuous improvement. We help fulfill this purpose by valuing differences and knowing they make us better and showing up with courage to always do the right thing. If you want to make a difference, be part of a talented team and grow, you might be a perfect fit.

About the Job

The Manager of TCS (Tailored Customer Solutions) Operations and Analytics is responsible for the strategy and direction of the customer service contact center operations systems, as well as the administrative and Workforce Management scheduling support team. In this role you will build cross-functional partnerships within the TCS (Tailored Customer Solutions) department as a gatekeeper for all operations systems, reporting and analytics, and other strategic initiatives. The Manager of TCS Operations and Analytics aligns with TCS leadership, initiates team development, and oversees the integration of data analytics and business intelligence as necessary for supporting strategies and objectives of the business. This person will work in a fast-paced environment and should be able to be flexible, resourceful, and efficient when handling projects and initiatives. This position reports directly to the Vice President of Tailored Customer Solutions.

What You’ll Do | Key Accountabilities 

·Maintain and evolve the TCS (Tailored Customer Solutions) Labor Model, making continuous improvements and recommendations for reporting and analytical enhancements.

·Define and create TCS (Tailored Customer Solutions) department analytics and reporting while overseeing the quality of deliverablesand presentation of results.

·Establish a standardization of KPIs, departmental procedures, and operating instructions for all reporting processes and applications.

·Oversee reporting production through problem analysis and recommendation of resolutions to correct deficiencies within reporting applications, while enhancing existing reporting processes,

·Build a partnership with technology teams to keep informed of system upgrades, rollout timelines and enhancements.

·Maintain relationships with internal and external business partners to recommend system enhancements that allow our technology collection to be utilized to its fullest potential.

·Lead a team of analysts to manage multiple initiatives, while ensuring the integrity and accuracy of all reports distributed from the team to TCS (Tailored Customer Solutions) leadership updating and refining reporting as needed to support the business needs. 

·Work directly with business partners and leadership to develop, design, enhance, and generate TCS reports for end users by taking complex information and producing user-friendly reports.

·Provide ongoing organizational training for new and current users and regular skills training and assessments to analytics team. 

·Provide production support through problems analysis and resolution to correct deficiencies within reporting applications and expedite distribution methods by utilizing automation techniques.

·Actively participate in call routing and CRM design discussions to identify data collection and reporting needs.

·Develop procedures and operating instructions for all reporting processes and applications.

·Work on additional activities, projects, and requests for data extrapolation as requested by leadership.

What You’ll Bring | Skills & Experience

·7+ years’ experience leading a reporting and analytics team. 

·Bachelor’s Degree preferred, concentrated in Data Science, Computer Science, Information Technology, Economics, Statistics, Information Systems, Applied Math, or Business Administration, (relevant work experience may substitute for education requirement).

·Extensive experience with SQL, Python, Medallia, Snowflake, Salesforce, Five9, Tableau and MS Excel.

·Excellent written and verbal communication skills with the ability to flex to various audiences. 

·Strong analytical skills and ability to influence workload capability. 

·Experience working in business intelligence, strategic planning, project management, and experience working with large datasets and computing systems.

·Demonstrate professional level of collaboration and strategic design/critical thinking skills.

·Strong organizational and leadership skills and the ability to multi-task in a fast-paced environment.

·Skilled at prioritizing and working under time constraints, handling multiple tasks, while remaining flexible to changing priorities and assignments

·Strong expertise of Microsoft Office Products including Outlook, Word, Excel, and PowerPoint 

Please note that you do not need to qualify for all requirements to be considered. We encourage you to apply if you can meet most of the requirements and are comfortable opening a dialog to be considered.

Work Environment, Physical & Mental Demands

·Ability to sit and work at a computer keyboard for extended periods of time.

·Ability to stoop, kneel, bend at the waist, and reach daily.

·Able to lift and move up to 25 pounds occasionally.

·Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment.

·Hours regularly 40 hours per week, as work dictates, from Houston Texas 

oHybrid working-model up to 3-days a week from office. 

Benefits

This role is eligible for health, dental and vision insurance, prescription drug, retirement savings, life insurance, accident and disability, paid time off for sick leave, vacation (80 hours per year), bereavement, jury duty, holidays, wellbeing program, commuter, adoption assistance, legal services, and employee merchandise discounts.

Work-Life Balance

We understand the demands of work, school, family, and personal responsibilities. Through our work-life resources and programs we offer services for every stage of life to help you manage your day-to-day needs. We offer programs such as:

·Meeting-Free Fridays (encouraged) | so you can catch up on work and self-development.

·Summer Fridays | from Memorial Day to Labor Day so you can enjoy a head-start to the weekend.

·Holiday Early Departure | close out early the business day before a company observed holiday.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.