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Brilliant Earth

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3 Brilliant Earth Jobs

Director, Sales and Workforce Analytics

Brilliant Earth

7-10 years

Remote

1 vacancy

Brilliant Earth

posted 5d ago

Job Role Insights

Key skills for the job

Salesforce Operations Analytical Chemistry CRM Health Insurance US Staffing

+ 4 more

Job Description

Develop and lead initiatives that aim to maximize Sales workforce productivity and efficiency, while maximizing profitability of the Showroom and Channels teams.
Lead capacity planning and forecasting in an omni-channel focused sales environment, using service levels, contact volume, contact patterns, staffing and productivity, workforce management systems, workflow, etc., to meet customer demand.
Manage internal and external headcount plans to align with financial forecasts and ensure adequate staffing levels to achieve company goals.
Develop and deliver reporting to provide insights to the business around sales and service KPIs, volumes, staffing levels, and costs; ultimately, driving improved customer experience and sales performance.
Create best-in-class reporting processes, allowing for improved visibility, comprehensibility, efficiency, and scalability of departmental reporting.
Act as a thought leader within the Customer Operations organization; bring data-driven insights to the table and work collaboratively to continuously improve departmental performance.
Provide effective feedback to direct reports to help drive best-in-class performance and support career development. Translate forecasts and business goals into strategic operational strategies and goals / standards at the department, team and individual level.
Consistently seek ways to improve the customer and employee experience by designing and implementing efficiency improvement initiatives in collaboration with other leaders.

Required Qualifications:

7-10+ years of experience in a technology-focused ecommerce sales environment, leading sales analytics and workforce teams
Highly analytical with an ability to translate data into actionable insights, strategies and goals.
Robust CRM or ERP software experience (NetSuite and Salesforce a plus) in additional to data visualization tools, such as Domo.
High level of business acumen and demonstrated understanding of operational KPIs in the Customer Operations field.
Experience utilizing customer insight analyses to drive continuous improvement of team performance.
Demonstrated experience recruiting and managing high-performing teams to achieve / exceed goals

Additional Qualifications:

Exceptional interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and stakeholders at all levels of the organization.
Self-starter with a proactive and entrepreneurial spirit, able to thrive in a fast-paced, startup environment while maintaining a focus on achieving both business and social goals.
Highly organized and accountable with focus on execution, problem solving, and improving processes
Ability to manage multiple priorities and maintain attention to detail in a fast-paced environment.BA degree or equivalent, preferred
Understanding and acceptance of diversity, equity, inclusion and workplace belonging Concepts

Employment Type: Full Time, Permanent

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