Customer Satisfaction General Manager

Are you an accomplished leader with a customer-focused, results-driven attitude? Are you passionate about training, coaching, and developing leaders? Do you enjoy problem solving in a fast moving, dynamic environment? If so, read on!

Custom Ink, the leader in custom apparel for groups and communities, is all about bringing people together. That’s what inspires our innovative online platform, world-class customer support, and award-winning work environment. With 1,500+ team members (“Inkers”) and $350M in revenue, we are passionate about the success and well-being of our team and have earned frequent recognition as a top workplace from such organizations as Fortune Magazine and The Washington Post. Our customers are counting on us to come through for them, and that’s important to all Inkers – no matter what role they’re in.

How you’ll make a difference:
As General Manager of our large customer service team (which includes Satisfaction, Service, Order Analysis, and Returns functions), you’ll be the champion for Custom Ink’s customers and team members alike. You’ll empower the team to deliver memorable customer experiences, solve problems, innovate, and deliver on our promise of world-class customer service. You will also support the development, engagement, and performance of the leaders reporting to you which will ultimately impact the health and success of the team and Custom Ink at large so you must value strong interpersonal and cross functional relationships. You’ll be charged with the oversight and evolution of a key component of the business, and will report to the Vice President of Order Operations.

What you’ll do:
Custom Ink is known for providing the highest level of customer service and attention for each and every one of our customers. As General Manager of the team closest to delivering on that promise, you’ll:

• Drive high performance and efficiency of team processes, functions, and skills to deliver operational savings while increasing customer satisfaction
• Care for and support the health, happiness, and satisfaction of the team at large to drive engagement and connection to the direction of our constantly evolving business
• Develop and mentor leaders within and across your organization to help them reach their goals and prepare them for future opportunities
• Contribute to the performance of your peers through collaboration and partnership while leveraging business acumen, a bent for continuous improvement and solution-orientation, and a genuine desire to own and build something special

Our Satisfaction team is large and spread across multiple locations so travel between sites will account for about 25% of your time.

How you’ll be measured:
Success in this role is critical to the success of Custom Ink and vital to the experience we strive to provide our customers. Therefore, success will be measured by:

• Operational cost savings and process optimization driving efficiency gains
• Customer satisfaction ratings
• Team member engagement and performance ratings
• Development and preparedness of your leaders

What we’re looking for:
This is a critical role so we’ve set our sights high:

• 5+ years (minimum) of relevant leadership experience, preferably in a similarly customer-centric and results oriented environment
• Track record of tackling large and complex operational challenges with positivity, creativity, and pragmatism
• Demonstrated success in fostering a supportive, collaborative, and high performing team of leaders as well as identifying and developing new leaders
• Stellar interpersonal and communication skills, including the ability to adjust approach by audience
• Strong quantitative and qualitative skills with the ability to understand details and see the big picture
• Proven success in delivering customer and team member satisfaction
• A head for business and a heart for people

In addition, you must share our company values—practicing the Golden Rule, taking Ownership, and driving and embracing Innovation.

Custom Ink uses E-Verify to confirm the employment eligibility of all new team members. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.