Consumer Services Supervisor - Parker, Sharpie

1. TEAM LEADERSHIP & PERFORMANCE

• Lead, coach and develop a team of Consumer Services Representatives.
• Monitor team productivity, quality, SLA achievement, adherence and consumer satisfaction.

2. CONSUMER EXPERIENCE EXCELLENCE

• Ensure consumers receive timely, accurate and empathetic support across all channels.
• Act as the escalation point for complex consumer issues.

3. AI & AUTOMATION

• Drive adoption of AI-enabled consumer support tools across the team.
• Identify automation opportunities based on recurring consumer contacts and agent feedback.

4. BUSINESS PARTNERSHIP & CONTINUOUS IMPROVEMENT

• Partner with Brand, Quality, Supply Chain, CRM, eCommerce and Digital teams to reduce recurring consumer pain points.
• Recommend improvements that reduce contacts and improve consumer satisfaction.

5. OPERATIONAL EXCELLENCE

• Monitor operational KPIs and drive continuous improvement.
• Analyze trends affecting service performance.

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• 3+ years leading Consumer Services teams
• C1-level English
• Experience leading omnichannel operations
• Experience working with CRM platforms (Salesforce preferred)
• Comfortable using AI-enabled tools including Microsoft Copilot, ChatGPT, Claude
• Experience coaching high-performing teams
• Strong analytical and continuous improvement mindset
• Strong communication skills
• Experience partnering across multiple business functions
• Fluency in another European language