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Lead Operational Efficiency Manager, Alterations and Remakes
1 month ago
In this pivotal role as Director, AARR at Indochino, you will oversee the development and control of our Alteration, Appeasement, Remake, and Refund strategy.
Salary
A competitive compensation range of $100,000 - $105,000 is offered for this position, commensurate with experience.
Job Description
The successful candidate will be responsible for ensuring operational efficiency and excellence in our AARR reporting and monitoring. This includes evaluating and optimizing alterations and remakes Terms and Conditions (T&Cs) and workflow, developing a Standard Operating Procedure (SOP) for remakes and alterations, and creating actionable reports and dashboards to align with company T&Cs and financial metrics.
Key Responsibilities
• Operational Efficiency: Improve resource utilization of the operational workflow of our In-house tailors, evaluate and optimize alterations and Remakes T&Cs, and ensure timely Fit training for the Retail team in coordination with the Fit trainers.
• Reporting and Dashboards: Develop AARR reports and Dashboards which align with the companies T&Cs and the financial metrics. Multiple reports need to be developed for different stakeholders.
• Accessibility: Ensure the AARR reports are accessible on Business Intelligence (BI).
• Process Evaluation: Evaluate AARR processes and ensure optimal monitoring.
• Team Management: Optimize, supervise, and train Retail & Customer Experience (CE) team, managing T&Cs, create a process flow of approving remakes and alteration including approving exceptions to the T&Cs, decision-making process of alteration vs remakes, verify all remakes and create approval metrics for multiple alterations and remakes.
• Collaboration: Work with China team and Dayang to identify gaps and suggest constant improvements, work with Finance FP&A team in developing an incentive structure to bring down the remakes and alteration cost, report to People & Culture any findings of Employee misuse of policy, and submit Audit Report to Finance on a monthly basis allowing us to track any variance throughout the year.
Requirements
This role requires a leader with at least 7+ years of relevant leadership experience in Internal control and operational efficiency, exceptional written and verbal communication skills, ability to lead, inspire, coach, and mentor, proven success scaling growing companies, and previous internal or operational audit experience would be an asset.
Benefits
As a valued member of our team, you'll enjoy flexible and hybrid working environment, discounted employee pricing, free suit every year, three weeks' vacation on joining the company, paid birthday time off, and a great team environment.
