Web And Digital Operations Supervisor

Description:

The Web and Digital Operations Supervisor is a key leader for the shop AT NAIT customer experience team. This position provides daily direction to the work performed by reporting team members within the web and mail and digital support areas of shop AT NAIT. They also play a pivotal role in their coaching, training, and success. The Operations Supervisor also addresses questions and concerns while actively engaging with and supporting the store’s overall customer environment with a focus on web order fulfilment, online sales growth and digital integration support. The position is expected to work on a shift basis to support business needs, including evenings and weekends outside our normal business hours, based on a 36.25 hour a week schedule.

If you have a passion for exemplary customer service, trouble shooting customer concerns and leading a service based support team, love interacting with people, value teamwork, and appreciate a job well done, then we welcome your application!

Key Responsibilities:

• Lead the customer experience team in assisting our customers with resolving digital integration issues on various platforms, while continuously updating self help tools.
• Serve as a role model while providing daily direction to team members (front and back of house) regarding tasks needing to be completed, ensuring work is finished in a timely, accurate manner, with a positive attitude
• Provide feedback to supervisors regarding successful and concerning staff performance
• Actively promote non-academic product lines, including apparel and giftware
• Responsible for the development of an ecommerce strategy to increase sales of non-curriculum material and execute digital marketing initiatives as part of a team.
• Preparation of product performance reports/KPI's as required to analyze results and review opportunities.

Skills & Abilities:

• Strong communication, teamwork, conflict resolution, and interpersonal skills are needed to support a large team and a high level of customer interactions
• Understanding of an e-commerce business model and have sufficient skills to communicate requirements to our tech support team.
• A strong working knowledge of the Microsoft Office Suite and previous experience with a Retail Inventory Management System
• Ability to lift boxes of product up to 50 lbs., plus stand/walk for a majority of each shift
• Due to the nature of the work and the flexibility to offer after hours online service a drivers licence and vehicle is an asset