Job Description

You’ll love it because you will:

• Responsible for ensuring the accuracy of knowledge resources, so the customer Experience team can easily access information needed to deliver expected levels of service.
• Create materials for a wide array of learning needs including product launches, operational updates, onboarding, and upskill training.
• Leverage insights from the Quality Assurance team, customer satisfaction survey results, and consumer insights findings, to determine where additional training or resources might be needed. Craft any subsequent needed resources and training.
• Assist in the success of initiatives related to the improvement of our customer experience.
• Help elevate the SPANX brand and build engagement and loyalty with our customers
• Analyze qualitative and quantitative data and identify opportunities. Provide actionable recommendations to improve the customer experience
• Respond to emails, social media comments, DMs, tagged photos, story mentions, and tweets
• Be a passionate advocate for the SPANX brand, and most importantly our customers’ needs

Qualifications

We require...

• A Bachelor's degree in a related function or equivalent experience.
• 3-5 years of experience of customer experience, quality management, and/or training teaching experience in a consumer-driven company (preference for DTC ecommerce, fashion/retail)
• Demonstrated ability to communicate ideas and results effectively both verbally and in writing to technical and non-technical audiences
• Strong analytical, deductive reasoning, and problem-solving skills; demonstrated ability to use data to guide decision-making
• Embraces new ideas; seeks out diverse perspectives; reassesses, experiments, and brainstorms to generate ideas and insights; thinks in new and different ways to create innovative approaches and solutions.
• Understands written information; writes clearly, succinctly, and correctly, avoiding jargon and complexity; structures written information to meet the audience’s needs and stimulate interest.
• Identifies the information needed to address an issue; gathers information from routine and non-routine sources to support decision-making; assimilates new information quickly; masters new techniques easily.
• Focuses on understanding and addressing customer needs; sets high standards for work quality and quantity; delivers high productivity in a focused and timely manner; shows commitment to the organization.

Additional Information

Spanx is proud of our continued Progressive People Practices…

• Company Healthcare Plan : $0.00 out of pocket (Employee only benefit)
  Fertility testing and treatment are included in Spanx’s medical plans, even without the diagnosis of infertility.

• Parental Leave Policy : Primary caregiver receives 16 weeks AND will have the option to work a half-time schedule (20 hours per week) for up to four additional weeks with full-time (40 hours per week) pay.

• Mental Health Days : 10 days

• 401K : Matched up to 4% with immediate vesting.

• PTO & Company Holidays: PLUS two full weeks of companywide closures (one in the Summer; one between Christmas and NYE)

• Flex Friday : Year-round half day Fridays!