Senior Customer Operations Director, Minted
$180.5-270.7k
Design marketplace connecting people with artists
Job no longer available
Design marketplace connecting people with artists
501-1000 employees
Job no longer available
$180.5-270.7k
501-1000 employees
Company mission
To uncover the world's best creative talent through crowdsourcing and curation and bring it to market.
Role
Who you are
- Experience: Ideal candidates have 8-10 years of experience in customer experience, operations, strategy consulting, product management and/or e-commerce. MBA strongly preferred
- Education: Bachelor’s degree required and advanced degree preferred
- Financial skills: You understand how the labor model works and can make good investment decisions to improve quality while delivering cost targets. You have a track record of successfully negotiating large partnerships and contracts
- Project management skills: You have outstanding project management skills, ability to work cross-functionally and outside the organization, and have a track record of achieving the results expected. You are extremely detailed and process oriented, balancing short-term and long-term needs
- Technology: You understand how CRM and related technology and tools work and can use that knowledge to identify new technology partners or development projects that can enhance our ability to serve the customer. You understand how to put together a strong business case together to invest in technology that will directly impact key metrics
- Analytical Skills: You have experience structuring high-level strategies while also being able to get your hands dirty and dig deeply into large data sets to extract actionable insights. You don’t get overwhelmed by lots of numbers and can make decisions quickly with imperfect data. You know how to measure and monitor results to move key metrics in the right direction. You are adept at Excel and possibly BI tools such as Looker
- People Manager and Leadership: You care a lot about bench succession and developing career paths for your direct reports. You have experience managing individual contributors and possibly entire teams, having formally evaluated team members for performance reviews
- Customer Advocacy: You are passionate and care deeply about delighting the Minted customer
- Ability to work with others: You have excellent interpersonal skills which enable you to work as a team with other Minted functions and partners. You are transparent and openly share information. You have experience working with employees at all levels of a company. You have the ability to influence key stakeholders and teams without direct authority
- Strong communication skills: You are articulate and persuasive while able to listen and incorporate the perspectives of others
- Work ethic: You do what it takes to ensure every customer has a great experience with Minted, which involves working with cross-functional teams and sometimes making fast decisions and executing tasks quickly
- Curiosity: You have an innate curiosity which leads you to continuous learning and bringing to opportunities to do better, and not stopping until root cause is unearthed
- A proven, transformational leader. You champion change and progress. You stay on top of the latest technology. You have a track record of making step-change improvements in process, tools, efficiency, and quality
- A strategic, consumer-centric thinker. You are a superb strategic thinker who has proven the ability to identify opportunities and a sound strategic path to achieve them. You understand consumer segments deeply and intuitively, and you naturally gravitate to the consumer when answering questions or considering strategies
- A passionate leader: you care deeply about inspiring and developing career paths for your organization. You have experience managing individual contributors and large teams, having formally evaluated team members for performance reviews
- Results oriented. You are most comfortable in work environments which are outcome-oriented and merit-based, and are highly motivated by goal accomplishment
- A passionate customer advocate. You are ready to put the customer first and influence others across the company to think similarly
- A collaborative thinker. You enjoy an environment that has been structured for collaboration and interdependency, drawing on strong functional areas to build your business
- Team player: You bring a rising tides rises all boats approach. You have excellent interpersonal and communication skills which enable you to work as a team with other Minted functions and partners. You are transparent and openly share information. You have experience working with employees at all levels of a company. You have the ability to influence key stakeholders and teams without direct authority
- A strong communicator: You are articulate and persuasive while able to listen and incorporate the perspectives of others
What the job involves
- The Senior Director, Customer Operations reports to the Chief Operating Officer and is responsible for delivering world-class customer experience to our customers
- Customer Experience comprises Customer Service, which is responsible for providing outstanding service to our customers that have questions about our products and services via phone, email and chat, our Wedding Concierge team, as well as the team delivering the tools and services prioritizations for both Customer Service and Design Operations
- Design Operations, which is a separate organization, is responsible for translating customer requests into polished, print ready files through the proofing process
- The Senior Director will work cross-functionally with key partners including marketing, supply chain, business operations, product management and engineering to ensure there is alignment in strategy and execution toward delivering a best in class customer experience, bringing customer insights and data to bear in the prioritization process
- The ideal candidate is strategic, analytical and operational, and is able to transition easily from being strategic to being executional
- The Senior Director will oversee a large organization and will be responsible for hiring, on-boarding and developing people and organization structures that deliver results
- Set the short and long-term strategy for customer service ensuring that key quality and cost goals can be delivered, and that Minted can continue its heritage of best in class customer service
- Build, manage and retain a world-class customer service team as well as set the organizational structure for customer service in partnership with the COO and People team
- Manage a team of managers responsible for our domestic and international customer service agents, as well as the learning and development program for the Customer Operations team
- Drive improvements in Minted’s customer satisfaction scores by championing quality of service and ensuring Minted’s customers’ needs are understood by cross-functional partners in product management, supply chain, marketing and other relevant teams
- Ensure customer service can scale to meet Q4 contact volume, while maintaining best in class service
- Stay informed of and aggressively bring to Minted technology advancements to elevate the customer experience and dramatically reduce our cost structure, as well as design and implement processes and metrics to optimize customer service level and costs
- Ensure Minted has the right mix of in-house vs. outsourced and onshore vs. offshore customer service teams to support Minted’s overall growth and reduce business continuity risk
- Lead the prioritization and management of all customer operations tools and services in partnership with our product and engineering organizations
- Develop and rigorously adhere to the annual budget for the organization, implementing incremental and transformational initiatives to significantly reduce our costs while enhancing customer experience
- Optimize and drive our Wedding Concierge program, a differentiated, revenue-driving service for couples and wedding planners, in partnership with the Category Management and Marketing teams
- Oversee the partner management and negotiation with our third-party tools providers to improve quality and productivity, while keeping costs low
Our take
Minted is a design marketplace, sourcing creative content from a global community of artists, using technology and crowdsourcing to give consumers access to independent creatives unavailable through traditional retailers.
With the success of sites like Etsy allowing consumers to buy direct from artisans, Minted sets itself apart by holding monthly art and design challenges which are open for both submission and voting. The ‘crowd’ curates Minted’s product selection by rating products, and Minted utilizes analytics to evaluate votes. The winning designs go into production which is taken care of by Minted's fulfillment house and the designers receive a 6%-10% cut of the sales.
Its unique ‘design by upvoting’ business model has led to almost $300M in funding, with backing from Benchmark Capital and IDG Ventures. As contests draw in more designers, the company is looking to expand beyond Minted.com and into physical retail, finding new ways to use the designs and creating fresh income streams for themselves and their artists.
Steph
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Dec 2018
$208m
SERIES E
Oct 2014
$38m
SERIES D
Total funding: $297.1m
Company HQ
Financial District, San Francisco, CA
Leadership
Mariam Naficy
(Co-Founder & Chairman)Mariam is currently the CEO of Arcade, a role she has held since 2023. She is also a Member on the Board of Directors at Victoria's Secret. Previously, she founded Heretic Ventures where she served as a Managing Partner for 5 years.
Melissa Kim
(Co-Founder & CEO)Since co-founding Minted in 2007, Melissa has held various roles at the company, moving into the role of CEO in 2023. Prior to Minted, she was a Manager of Corporate Strategy at eBay and an Associate at The Boston Consulting Group.
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