Director of support services job description

At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

Group Director, Boutique Support Services:Group Director, Boutique Support Services_ will support all US business divisions (Fashion/Watches & Fine Jewelry/Fragrance & Beauty), Fragrance & Beauty field organization and all retail distribution in driving white-glove tech support through effectively managing client expectations, setting the organizational standards for client engagement, serving as a communication channel between clients and the Tech_ organization. In addition, oversee technical support by managing the store network, desktop support and infrastructure services end-to-end.

The primary role of the Boutique Support Services Group Director is to support both project and operational oriented work. The Group Director will coordinate a service strategy for how to evolve boutique support utilizing KPIs, identifying & addressing key trends, and developing operational efficiency improvements. Managing & owning Boutique communications and collaborating with internal communication teams on broader updates. In addition to being operationally focused, this position is expected to manage multiple projects and services simultaneously with limited resources and budget to maximize performance and contribution.

This role supports all US business divisions, however, as Chanel are a global organization, alignment and support on global initiatives is key to long-term service improvements.

Oversee a team of 10+ agents, leads, manager, trainer, plus supporting all US boutiques and Fragrance & Beauty field management Manage and lead the boutique support strategy Ability to connect business strategy and technology execution Monitor team performance and report metrics to business & tech senior leadership Drive and manage client feedback, resolve issues and conflicts Develop and manage client satisfaction surveys and results Regularly updates all partners on new implementations and coordinate change management Communication skills - translate complicated technical issues and resolutions to non-technical business partners in a clear language Discover education needs and provide training, communication, coaching Motivate team members by creating an inspiring team environment with open communication Organization management, budget management, people management and vendor management First point of escalation for Severity 1 issues

Project ManagementSimultaneous management of multiple projects for existing locations and services Manage retail technology run budget

Technical CapabilitySkills: Retail system fundamentals (system structure, programming, database fundamentals) Proficient and knowledgeable with ServiceNOW platform and reporting Strong O365 skills including Outlook, Word, PowerPoint, Teams

Systems MaintenanceManagement and evolution of day-to-day systems support currently outsourced to multiple vendors and internal teams Weekend and holiday support, as needed
+8 years of professional experience in support management, client services+7 years or professional experience with retail technology landscape (POS, OMS,) Ability to work and make decisions in a fast-paced environment Strong collaboration and cross functional communication skills Excellent written and verbal communications skills Proficiency aspects of business analysis including strong analytical skills Ability to analysis KPIs, identify key trends and make decisions Stakeholder, organizational and time management skills Ability to manage multiple projects simultaneously and effectively prioritize Management of technical programs and maintaining retail tech systems Client oriented Experience in the fashion industry and retail industry required Passion for current and emerging trends in digital technology Experience working for a global company preferred Able to work out of the NY Office 3 days per week

Carbon is looking for a Director, Global Support and Service based out of our Redwood City, CA office. Success for this role is ensuring Carbon's customers are delighted with our product and service!

The ideal candidate shall advocate for and manage a workforce of distributed, diverse, technical professionals on a global level- currently technical support, customer success, and field service personnel in North America, Europe, and Asia/Pacific region-supporting Carbon's industrial printers and accessories. They should be an internal voice for the customer and their teams, working with Sales, Product, Engineering, and Operations to ensure Carbon is supporting the customer with any issues they are having with our products or services.
Additional Responsibilities:
● Face of Carbon in front of the customer for technical support and service issues: visits customers (anticipate 10% to 20% travel)-- one or two week-long trips/quarter, manage customer escalations.
● Communicate regularly with Customers, Engineering, and Operations to ensure critical issues are understood and plan to address are agreed on.
● Develop models and strategies for Carbon's business, by refining and anticipating customer needs to develop and roll out additional offerings in our service portfolio.
● Develop techniques and best practices to cover our geographically distributed fleet of printers in as efficient and cost-effective a manner as possible.
● Develop reporting capabilities with our IT teams to track and publish critical metrics.
● Create resource planning models that anticipate Carbon growth and put the appropriate staffing plans in place to meet the business needs.
● Inventory management: regularly monitor the inventory levels of service trunk stock, including supporting Carbon's Inventory Control team with stock counts, end-of-period transactions, etc.
● Support strategies on global spare parts stocking.
● Investigate and implement tools for predictive service and support utilizing Carbon's IoT framework.
● Uphold all Carbon values- ambitious, collaborative, innovative, accountable, integrity.

Requirements:
● 8 to 10 years of experience with capital equipment support and service organization (experience in both startups and established companies a plus)
● ISO 9001 experience a plus
● People management experience, including building and developing teams, performance management, compensation planning, etc.
● Excellent communication skills- able to effectively and tirelessly communicate critical issues to the key stakeholders and weed through the chaos to develop appropriate solutions.
● Love of learning and a continuous improvement mindset- proven track record of developing and refining processes to meet the team goals
● Business systems experience- developing, implementing, and improving service ticket systems, field service scheduling, and work order modules.
● Global experience strongly preferred, managing teams outside the United States
● Dedication to Carbon's values (noted above) and commitment to a work environment that fosters DEIB initiatives.
● “Can do” positive attitude coupled with a sense of executional urgency.
● Ability to work in the US without sponsorship.
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St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Director of Support Services will be responsible for the operational management, performance management, performance improvement and overall provision of support services in the Cancer Center. He/She will directly oversee the managers within the support services and provide administrative direction/supervision and assure delivery of high-quality services with adherence to standards of practice. The Director's responsibilities include but are not limited to Cancer Care Coordination, Genetics, Patient Support Services, Cancer Screening, and Cancer Center programs (disease site management, patient experience, Commission on Cancer Accreditation, and Quality).
JOB DUTIES AND RESPONSIBILITIES:

* Direct oversight of support service managers with a focus on collaboration to ensure continuous process improvement practices relative to assigned programs
* Oversees the genetics and genomics division within the Cancer Center, acting as their administrative counterpart and promoting growth and advancement for the program as a whole
* Oversees management of Cancer Care Coordination (nurse navigation, cancer care coordinators, cancer conference coordinator, Hopeline), ensuring exceptional standards of care are met and promoting a streamlined and seamless patient experience
* Oversees management of Patient Support Services (Healing Arts, Social Workers, Financial Counselors, Community Health, Development), ensuring these programs, which distinguish us from other Cancer Centers, are easily accessible and available to all patients
* Oversees management of Cancer Screening initiatives and staff, supporting future growth within the program
* Oversees management of various programs within the Cancer Center (Disease Site Management, Patient Experience, Commission on Cancer Accreditation, and Quality), reassuring the best quality of care is available at the St. Luke's Cancer Center
* Develops consistent proactive processes to ensure optimal performance within the support services
* Creates/Maintains standardized workflows within assigned areas and redirects employees and workflows as needed
* Recognizes communication/procedural inefficiencies and/or breakdown in communications amongst staff and other departments/areas and actively intervenes to standardize processes to improve communication and collaboration across not only the Oncology service line but across all involved departments across the network
* Addresses reports of negative feedback from internal or external customers and assists in service recovery and development of a plan for correction if applicable
* Serves as a resource expert for Cancer Support services, other Oncology Service line staff and other network departments as indicated
* Participates in Quality Improvement and manages data related to assigned areas
* Assists in the development and utilization of tools to monitor staff performance
* Ensures datasets and appropriate data collection is in place to track program outcomes on a monthly basis
* Assumes responsibility to keep current on the latest developments and regulatory changes and participates in ongoing continuing education to develop further knowledge of assigned areas

PHYSICAL AND SENSORY REQUIREMENTS:

EDUCATION: Bachelor's Degree required; Bachelor's Degree in Nursing preferred. Master's Degree preferred.

A minimum of two years' experience in a hospital or outpatient setting. Oncology/Community Health related experience preferred. Minimum of five years' experience in a management position.

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!

St. Luke's University Health Network is an Equal Opportunity Employer.