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Day in the Life:

Reporting to the VP, Customer Service, the Manager, Customer Service and Operations will help to identify customer pain points and develop actionable steps to drive positive change and best in class service.

It is critical that the Manager, Customer Service and Operations has a collaborative relationship with cross-functional groups and an established presence as a leader.

You would be great for this role if you enjoy combining your critical thinking and analytical skills with experience in process improvement to drive value and insights for Hudson’s Bay.

What You Will Do:

• Represent the Contact Centre in discussions, teams and committees involving other x-functional and external groups on matters related to business process documentation and improvement.

• Obtain alignment on business problem, recommendation with business trade-offs, prioritize, and plan to tackle with cross-functional partners

• Research , study and analyze operational and performance data to identify trends and opportunities for improvement to positively impact the customer experience

• Develop project plans, communicate changes, and provide debriefs to impacted business units.

• Explore areas of customer pain points and internal inefficiencies, backup with data, analytics, and valuable customer insights

• Think beyond the day-to-day, taking a long-term, big-picture view of the business.

• Foster a sense of urgency in the team for reaching goals and meeting deadlines

• Lead and own the project deliverables related to business requirements to meet the needs of the customer, employee, and business

• Identify, document and validate current state processes and work with the business and stakeholders to design the desired future state

• Initiate reviews, reports and presentations, and evaluate proposals to improve business processes and their integration.

• Perform project management, analytics, and measure to ensure milestones are met and deliverables achieved.

• Produce executive reports on assigned project to keep management apprised of project status, major issues, scope changes, resource changes and milestone achievements or misses

What You Will Need:

• Bachelor’s degree required, MBA would be an asset

• Demonstrated experience analyzing complex data sets and translating them to actionable solutions for customer stakeholders based on the results of the data

• Strong conceptual thinking skills with an ability to problem solve, recommend solutions and intuitively prioritize business issues

• A technical mindset with a high degree of knowledge in Microsoft office suite with marked proficiency using PowerPoint, Project and Excel for presentations and metrics

• Project Management Professional (PMP) certification is an asset

• Proven ability to work effectively and independently on multiple simultaneous tasks within a fast-paced customer service oriented environment

• Flexibility to adapt to changing priorities, mitigate cross-functional challenges and resolve roadblocks in project execution

• Familiarity with business process improvement policies, principles, methods, procedures, standards, measures and communication systems.

• The ability to consolidate large quantities of information into concise summaries

• Ability to scope, plan, execute, and track projects with autonomy

What You Can Expect:

• Competitive salary and benefits package
• Associate discount up to 40% including top brands
• Flexible work environment that allows for work-life balance

About Hudson’s Bay:

As North America’s oldest retailer, Hudson's Bay is the top destination for Canadians to realize their best style of life. Our goal, as One Team, is to deliver a frictionless omni experience where stores anchor the customer journey with surprising discoveries, desired services, and localized assortment.

At Hudson’s Bay, we share a passion for innovation, building meaningful relationships, and living a colourful life. We empower our associates to unlock their full potential by giving them opportunities to grow and learn every day. If you thrive in a fast-paced environment, embrace change, and are looking to make an impact, we want you on our team.

We are a retailer that caters to all Canadians and need a diverse team to ensure our continued success. We strongly believe in the power of diversity, and encourage applications from everyone who is eager to make a difference in the customer’s shopping experience. Together, we can rewrite the rules of retail.

Learn more about our commitment to DE&I at HBC Foundation & HBC Heritage

Our Commitment to Building a Winning Culture:

As One Team we have re-established our internal behaviours and culture to ensure we all succeed. One Team provides the tools needed to shift our ways of working and creates change to become a purpose-driven, digital first business. Our 4 pillars for embracing One Team are: Always be Customer Champions, Performance and Purpose Driven, Keep it Simple & Change Agents.

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Thank you for your interest with HBC. We look forward to reviewing your application.

HBC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HBC complies with applicable state and local laws governing non discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,compensation and training.

HBC welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.