URBN: Operations Manager: Customer Care Center (Allentown)

Employment Type

: Full-Time


: Customer Service/Call Center


URBN is a portfolio of global consumer brands comprised of Urban Outfitters, Anthropologie, Free People, BHLDN, Terrain and the Vetri Family. Our product is offered online, in our stores and through wholesale arrangements.

The Customer Service Operations Manager is part of a dynamic team responsible for the fulfillment of furniture orders throughout North America from a 880,000 Square Foot facility in Indiana Pa. Specially the Customer Service Operations Manager is responsible for a team that schedules home deliveries; proactively manages complex orders; tracks and proactively communicates customer orders and addresses escalated customer issues. The scheduling center is operational seven days a week from 0700AM 1100PM EST. Two supervisors and a team of approximately 45 care center associates will report to this position.


  • Maintain an associate centered work environment through floor time, associate engagement and an open-door policy
  • Oversee the daily operation (including performance, work planning, quality control)
  • Clearly define daily and weekly objectives to the workforce
  • Champion successes and address areas of opportunity
  • Track, report, and explain department and site metrics
  • Identify, champion, and implement process improvements
  • Forecast staffing requirements based on established run rates and volumes; adjust with volatility in the network
  • Establish a partnership with Brands to improve the overall customer experience by reducing returns, increasing speed to market, and the delivery experience
  • Benchmark performance against the industry
  • Ensure that budgeted service levels are met (or exceeded)
  • Coach, Mentor and Develop your team
  • Qualifications

  • 3+ years managerial experience
  • Track record of process improvements and collaboration
  • Strong analytical, problem solving and reporting skills
  • Excellent leadership, team building, communication and organizational skills
  • Experience with Manhattans WMS and LMS system a plus
  • Experience with Salesforce and Telephony (Avia) a plus
  • Experience with Furniture Delivery or Manufacturing a plus
  • Education

    Bachelors Degree or equivalent experiences required.


    Indiana, PA


    Some travel required.

    The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

    Associated topics: call center manager, guidance, leadership, manager, monitor, operations, operations manager, product support, supervisor, telephone

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