Job Description:

The Manager of Internal Support is responsible for creating and leading a focused team that provides Exceptional Service to internal employees as they use and interact with the various systems and software at Gilt Groupe.  This person is responsible for developing the culture, processes and procedures that appropriately support our company’s business goals while maintaining and upholding our strategic positioning.  This position acts as the primary “Internal Advocate” for the company and is a liaison to Marketing, Merchants, Finance and Operations teams in the development and implementation of their business plans.  This leader must have experience at developing the necessary balance of metrics and service, providing fiscal responsibility, and facilitating the creation of information management tools/ business systems to be successful in this position.

Responsibilities (include, but not limited to):

•    Assumes responsibility for the strategic planning and overall direction of a “start-up” Internal Support Team that include everything from hiring, training, performance monitoring to developing policies procedures and process flows
•    Sets clear, explicit, and measurable goals for both overall department and individual performance.
•    Possess the ability to interpret key productivity and Quality Assurance metrics
•    Partners closely with the Product Engineering, Program Management and other Gilt Groupe teams to better understand their goals and desired outcomes.
•    Provides leadership in creation of proper processes and procedures to identify and escalate customer issues to the net level with the ability to resolve issues as required.  Ensures these policies and procedures are followed and consistently applied to issue resolution.  Responds quickly to new issues and problems with proactive, customer-focused solutions.
•    Perpetuates an energy-packed work environment that fosters teamwork and professionalism, recognizes excellence and high performance, drives idea generation, and promotes company values.
•    Leads special projects as requested by CTO

Qualifications:

•    10+ years demonstrated experience directing / managing within and a support environment, preferably in a highly technical role servicing either internal or external customers. Proven experience in a fast-paced engineering environment preferred.
•    Exposure to internet software engineering as either a software engineer or project manager.
•    Proven success in staff and program management within a changing environment; demonstrated ability to facilitate change and creatively overcome “growing pains” issues.
•    Executive-level written and verbal communication skills’ must be able to write and deliver compelling presentations to the leadership team
•    The ability to lead / build teams and to motivate staff
•    Passion for providing great service to customers.
•    Proven project management skills.  Ability to scope / create business processes to support business changes to include required resources, new business support tools (Information Systems and Process Systems), and reports.

If interested, please send your resume to [email protected]