Community Operations Manager - Workforce Management

Wolf & Badger is on a mission to make retail fair. Working to support our community of 2000+ independent brands from around the globe, we connect customers with ethically sourced fashion, design, home and beauty through our online marketplace and flagship stores in London, New York and Los Angeles. We are a rapidly growing scale-up business, now entering an exciting new phase of growth and looking to expand our team of 120 people currently located between London, Málaga, New York and LA. We are a Certified B Corporation, with social and environmental purpose at the core of everything we do, read more about us here.

As Community Operations Manager, you will drive customer & brand satisfaction by overseeing daily operations, planning & scheduling, and improving processes to increase team efficiency. You will be the champion and mentor for team engagement (internal and external team members), ensuring communication is open, positive and productive. Acting as the first point of escalation for operational issues and potential improvements, you will lead the Community team towards a more streamlined future.

Key Responsibilities: 

• Forecasting and demand planning across all channels, managing opening hours and SLA targets, as well as recommend strategies to achieve 24/7 support coverage 
• Overseeing the workforce management (WFM) planning of  both our inhouse & outsource Teams Schedule, managing a Scheduling & QA Executive to ensure we have the right people in the right place at the right time. 
• Managing the outsourced operation and performance on KPIs (SLAs, average handling time, workload %). Support the Scheduling & QA Executive in training and continuing to upskill outsourced team 
• Own the reporting of operations and experience metrics, and effectively communicate results to HOC & key stakeholders. Develop user-friendly dashboards that are accessible to the right audiences (i.e. Product, Management, Logistics).
• Act as a Project Manager - proactively identify processes to improve daily operational efficiency, research tools & processes, and lead implementation (including as the stakeholder for cross-functional projects).
• Continuously assess suitability and pricing of tooling, to ensure we are maximising our technology resources

• Experience overseeing workforce planning operations for both internal and outsourced teams 
• Significant experience with Customer Relationship Management (CRM) and Workforce Management tools. (e.g. Kustomer, Dixa, Aircall, Surfboard)
• Effective at data analysis, forecasting and modelling across pricing, productivity and performance metrics.
• Experience devising and delivering high quality learning sessions with stakeholders at different levels.
• Experience with BI/data-modelling software is highly desirable. (e.g. Looker ML, Tableau, Power-BI).
• Experienced in supervising and managing others
• Mix of Operational and people-first mindset 
• Loves to solve problems and find solutions 
• Diplomatic, collaborative and persuasive. Stakeholder management skills are key.
• Can-do attitude, supportive colleague, low ego and thrives in a dynamic startup-like setting

• Competitive salary of £38k - £44k per annum dependent on skills and experience
• Meaningful work. You'll be part of a trailblazing B-Corp which is changing the e-commerce landscape - for people and the planet!
• Hybrid working policy with a creative work environment in central London
• 25 day holiday allowance in addition to bank holidays
• Paid volunteering leave, pet-ernity leave and heartbreak leave
• Quarterly Wellness Wallet - to spend on products and services which are meaningful to you
• Subscription to Yulife health and wellbeing app
• Opt in health insurance plan
• Cycle to work scheme
• Ample paid sick leave to support mental and physical health
• Staff discount across Wolf & Badger, in store and online.

Wolf & Badger is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. We encourage applications from people from all walks of life.