At DICK'S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.
If you are ready to make a difference as part of the world's greatest sports team, apply to join our team today!
OVERVIEW:
Summary Description
The Program Manager, Athlete Returns, will play a central role in the development, management and coordination of activities related to building an efficient and frictionless Athlete (customer) experience in the area of Returns. This component of our online and in-store experience is critical to both the Athlete experience and retention of our Athletes, as well as to the profitability of our business. This role will be responsible for overall strategy as well as coordination and leadership of activities and initiatives that enhance the experience across the business. This role will participate and guide technology roadmaps and development, ensure that business needs are considered in implementation and across business processes, and partner with key stakeholders to move initiatives forward. In addition, this role will be accountable for both performance reporting and performance improvements within the Returns process cross-functionally.
Key Skills Required:
This role requires a blend of excellent communication and problem-solving skills as well as the ability to analyze data in order to assess performance and identify areas of performance opportunity. This role must be able to compel action across a set of diverse stakeholders and contribute to a sense of unity and team for the progress and achievements being made.
The ability to construct strategy and drive direction where limited work has been done in the past will be critical. This role will require a significant amount of entrepreneurial thinking and testing and must be experience and results focused.
Job Duties & Responsibilities
Program Management
Drive the creation and prioritization of the strategy related to the Returns experience
Actively participates in all technology and related stakeholder planning sessions to bring a perspective of business requirements to bear in the road mapping and development processes
Synthesizes data, industry trends and Athlete feedback to build a comprehensive strategy and experience roadmap in the area of Returns
Works cross-functionally with internal and external partners such as Technology, Store Operations, Supply Chain, and third party software providers to drive process and technology deliverables and continually improve our returns experience and ultimately, delivers an industry-leading experience and cost structure in this function
Establishes productive partnerships cross-functionally in an effort to represent to ensure that dependent stakeholders are considered in the development of program strategy
Possesses the ability to build compelling, fact-based cases that drive investment and action around the returns process at a stakeholder and executive level
Implement customer feedback loop (ex. survey strategy and customer insights such as Medallia survey data), to provide accurate and timely feedback on recent issues, to ensure accurate and exceptional service
Ensure customer service agents follow documented processes and procedures. Provide appropriate training and encourage good employee performance and communication and ensure workload is managed
Operational Process Management
Prepare / Create performance reports by collecting, analyzing, and summarizing data and trends including monitoring customer calls to improve quality and minimize errors and track Customer Service Agent Performance. Data will be mined from tools such as internal databases, reporting tools such as INTERA and leveraging data analysis tools such as Excel or SQL to create actionable insights
Builds, analyzes and communicates key performance metrics for program areas that fall within the area of responsibility (i.e. core KPI's)
Monitor daily, weekly, monthly and quarterly reports and trending activity and drive action from that data
Work cross functionally with Supply Chain and Store Operations to continually assess returns processing effectiveness and scale
Is well-versed and capable of managing all day-to-day operational aspects of the programs under areas of responsibility including inventory availability and eligibility
Team Leadership
As a Manager of people, this role will cultivate and maintain a vibrant and fulfilling work experience for all Teammates under their management and represent the business cross-functionally in a professional and productive manner
Effectively lead and manage small team, including defining role clarity and supporting Teammate development and growth.
QUALIFICATIONS:
Bachelor's Degree in Business / Engineering / Data Analytics
5-7 years of product/program management, process design, customer experience management
Experience managing data in large, enterprise level applications (ex. tableau, etc.)are a plus
Strong ability to analyze large data sets and discover insights that can lead to process and technology improvements
Ability to communicate across several levels in the organization such as peers and executives
Ability to influence and lead change across multiple stakeholders
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