Customer Operations Training and Quality Assurance Lead

At Suitsupply, we're not just selling suits – we're crafting experiences. As a leader in menswear known for our commitment to craftsmanship and exceptional customer service, we're seeking a Customer Operations Training and Quality Assurance Lead to pioneer our customer service training program from the ground up. Reporting directly to the Global Head of Customer Service, this is a unique opportunity to shape the future of our customer operations and drive broader organizational success. This role offers a unique opportunity to make a significant impact on Suitsupply's customer service operations and overall business success. You'll have the freedom to innovate, the support to implement your ideas, and the chance to see your vision come to life. If you're ready to tailor a learning and development program that's as precisely crafted as our suits, we want to hear from you.

What you will do:

• Design, develop, and implement a comprehensive customer service training curriculum from scratch, setting new standards of excellence in our industry.
• Create and establish quality standards and monitoring systems for customer interactions, laying the groundwork for consistent, exceptional service delivery.
• Develop a robust knowledge management system and ongoing learning initiatives that will become the backbone of our customer service operations.
• Establish key partnerships across the organization, ensuring the training program aligns with and supports broader business objectives.
• Implement cutting-edge tools and analytics to track performance, using these insights to continuously refine and evolve our training approach.

Who you are:

• 5-7 years in training, quality, or learning and development, with 3-5 years specifically in customer service or operations.
• You have a deep understanding of customer service principles and a proven track record of elevating service quality through innovative training approaches.
• You can see the big picture, translating Suitsupply's vision into a concrete, effective training strategy that drives organizational success.
• You're adept at leveraging the latest in learning technologies and methodologies to create engaging, effective training experiences.
• Your exceptional communication skills allow you to articulate your vision, gain buy-in from stakeholders at all levels, and inspire your team to excellence.
• You have experience establishing and maintaining high-quality standards in a customer service environment.
• You're skilled at managing multiple initiatives in a dynamic environment, adapting quickly to changing needs while maintaining focus on long-term goals.

What you will get:

• Autonomy - we don't care for needless signing off and want you to get things done
• Visibility - the opportunity to work on one of the key strategic initiatives within a highly visible team
• Opportunity to make an impact - Disrupt men's tailoring and be part of a fast-growing, entrepreneurial company that takes customer satisfaction very seriously
• Growth - we consider your potential at least as valuable as your current skill set
• 40% discount on Suitsupply products
• Style - Opportunity to work with a beautiful, high-quality product