Senior Manager, Workforce & Planning at Brilliant Earth

| Greater Denver Area
Sorry, this job was removed at 11:34 a.m. (MST) on Wednesday, January 26, 2022
Find out who's hiring in Greater Denver Area.
See all Operations jobs in Greater Denver Area
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Sr. Manager, Workforce & Planning - Brilliant Earth

The Sr. Manager of Workforce & Planning will lead a team of dedicated Workforce Analysts, Managers and our Voice of the Customer Manager to support our nationwide network of showrooms and contact centers. As our Sr. Manager of Workforce & Planning, you will define strategies involving customer interaction platforms, operational contact routing, automatic investigation, telephony systems, and workforce management and evaluate improvement options.

What You’ll Do: 

  • Lead planning and execution of SLAs, capacity, and workflow plans for multiple functional areas across our locations
  • Define metrics, goals, and strategic direction across the showrooms and contact centers in support of overall group vision
  • Drive strategy and communicate company vision with internal and external teams
  • Lead Capacity Planning and Forecasting to determine location requirements through analyzing forecasting planning factors, including service levels, contact volume, contact patterns, staffing and productivity, workforce management systems, workflow, etc.
  • Work with stakeholders to identify risks and opportunities, and implement solutions across all process areas 
  •  Influence key stakeholders to ensure that necessary resources are prioritized to achieve quantifiable results, monitoring effectiveness after project delivery
  • Organize team structure for multiple functional areas to ensure scalability for present and future volume needs
  •  Escalate all major issues to site leaders and senior leadership 
  • Communicate effectively with senior management and leaders across the organization to determine priorities and direction
  • Create and deliver reports of organization’s performance to the executive team
  • Provide effective feedback to direct reports to help develop talent and support career development

What You Have:

  • A Data-Driven Approach. When it comes to complex business needs, you always start with the data. You have a knack for analyzing data sets to create a strategic action plan.
  • A Passion for Leadership. You have an open, positive, and collaborative leadership style and a desire to develop your team.
  • An Eye for Innovation. You’re a creative thinker who brings new ideas to the table.
  • A Mind for Multi-Tasking. You’re an expert at managing multiple projects simultaneously in a fast-paced environment.
  • Master of Collaboration. You have a genuine ability to collaborate and contribute to a team effort.
  • It’s All in the Details. You have a passion for process and a keen eye for detail in a fast-moving work environment.
  • Communication is Key. You have a way with words. Whether you’re interacting in person, via email, or by chat, you’re clear and concise.

You’re a Great Fit if You Have:

  • Bachelor’s Degree required, preferably in a quantitative field (engineering, economics, math, stats)
  • Minimum of 5 years of work experience in Operations Management/ Workforce/ Planning role
  • Analytics experience in Service or Operations
  • Proven experience utilizing Microsoft Excel and dealing with large sets of data (SQL experience preferred, but not required). 
  • Proven track record of creating data for C level presentations 
  • Managed a minimum of 4 employees and solid experience in performance management

What We Offer

At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:

  • Insurance. Medical, dental, and vision insurance kick in on the first day of your 2nd month!
  • 401k match. We know that saving for the future is important. That's why we offer a generous 401k match.
  • Generous PTO Policy. We know it’s important to recharge and relax.
  • Disability and Life insurance. 100% employer-paid.
  • Pre-Tax Commuter Benefits.
  • Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.
  • Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.
  • Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 24/7 access to counseling.
  • Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.

The targeted total compensation budget for this position is $100-120K. This compensation budget range may be adjusted at any time at the discretion of the company 

More About Us

Brilliant Earth is one of the fastest growing e-commerce jewelers in the world, and a global leader in ethically sourced fine jewelry. Founded in 2005, we have been featured in Time, The Knot, Forbes, and Refinery29, among many other media outlets. Our showroom teams offer a 1:1 appointment-based environment and engage with customers via email, chat, and phone, creating a luxury, omnichannel approach to the customer experience. In addition, our ground floor locations include a browsing area for walk-in customers. We strive to create a fun, educational, and relaxing experience in a personalized luxury environment!

We are a group of dedicated team members with a common goal of creating a more sustainable, transparent, and compassionate jewelry industry. We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. Brilliant Earth team members bring a top-notch attitude and a willingness to help each other grow.

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.

Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • NetSuiteCRM
    • SailthruEmail

Location

Located across from the Cherry Creek Mall, our team members have walking access to popular restaurants, shops, and the Cherry Creek trail. The office is centrally located and our team members bike, walk, drive, and utilize public transportation to commute.

An Insider's view of Brilliant Earth

What are some social events your company does?

I joined Brilliant Earth because the story of growth was very inspiring to me. I knew I could contribute to that vision and be a part of something that I believed in. The culture fit with my own personal values and the mission provided a sense of purpose in the work I would be doing.

Sam

Director, Customer Experiences and Contact Center

How do you collaborate with other teams in the company?

I start my day by taking a look at the calendars and seeing what lies ahead for the day. I also like to say hi to everyone as they come in. Our showroom is open 7 days a week, so we each have a different workweek. It's nice to catch up each morning with people who are back from their weekend!

Kelly

Customer Experience Manager

How does the company support your career growth?

"Brilliant Earth is a great place to work, not only if you want to develop professionally, but also if you want to work toward a larger common good. You’ll be motivated by your other team members to put your best foot forward every day. I’m excited to see all the impacts Brilliant Earth can continue to make on the jewelry industry!

Mary

Sr. Marketing Manager

How do you empower your team to be more creative?

Brilliant Earth has one of the most collaborative cultures I've been a part of. It is strongly encouraged to partner on initiatives cross-functionally and build teams to solve tough problems. The feeling of support, friendship, and working toward a common goal is palpable and makes this a special place to work.

Sharon

SVP, Customer Operations

How do your team's ideas influence the company's direction?

What I enjoy most about the culture is the true desire of everyone to make a difference. As a new employee I have felt valued since day one and truly feel like my opinion and ideas matter. Senior Leadership is always open to implementing new ideas and gives me the freedom to take chances and, in some cases, risks to help those ideas come to life.

Duane Crum

Senior Customer Care Manager

What are Brilliant Earth Perks + Benefits

Brilliant Earth Benefits Overview

Brilliant Earth offers a competitive, robust benefits package. As a full-time Brilliant Earth employee, you can choose to enroll in medical, dental and vision insurance plans, 401(k) plan with matching contribution, and commuter benefits. We offer paid parental leave, an open PTO policy, an employee discount on our products, and equity. Employees of Brilliant Earth have access to an Employee Assistance Program which includes mental health counseling, and can participate in regular wellness events led by the culture team.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
Mission & Volunteering Committee Professional Development Book Club
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer a stipend for continuing education.
Online course subscriptions available
Customized development tracks
Paid industry certifications

More Jobs at Brilliant Earth

Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Brilliant Earth's full profileSee more Brilliant Earth jobs