Director, Sales and Workforce Analytics

Summary

Join Brilliant Earth as the Director of Sales and Workforce Analytics, leading workforce optimization and analysis to drive revenue and efficiency across the sales organization. You will lead the Sales Analytics Team, providing data-driven insights to stakeholders and maximizing scheduling and productivity. This role is instrumental in developing key customer operations initiatives and fostering a sales culture of excellence. You will manage headcount plans, develop insightful reporting, and act as a thought leader within Customer Operations. The ideal candidate possesses extensive experience in a technology-focused e-commerce sales environment, leading sales analytics and workforce teams, and has a proven ability to translate data into actionable strategies. This position offers a robust benefits package and opportunities for career growth.

Requirements

• 7-10+ years of experience in a technology-focused ecommerce sales environment, leading sales analytics and workforce teams
• Highly analytical with an ability to translate data into actionable insights, strategies and goals
• Robust CRM or ERP software experience (NetSuite and Salesforce a plus) in additional to data visualization tools, such as Domo
• High level of business acumen and demonstrated understanding of operational KPIs in the Customer Operations field
• Experience utilizing customer insight analyses to drive continuous improvement of team performance
• Demonstrated experience recruiting and managing high-performing teams to achieve / exceed goals

Responsibilities

• Develop and lead initiatives that aim to maximize Sales workforce productivity and efficiency, while maximizing profitability of the Showroom and Channels teams
• Lead capacity planning and forecasting in an omni-channel focused sales environment, using service levels, contact volume, contact patterns, staffing and productivity, workforce management systems, workflow, etc., to meet customer demand
• Manage internal and external headcount plans to align with financial forecasts and ensure adequate staffing levels to achieve company goals
• Develop and deliver reporting to provide insights to the business around sales and service KPIs, volumes, staffing levels, and costs; ultimately, driving improved customer experience and sales performance
• Create best-in-class reporting processes, allowing for improved visibility, comprehensibility, efficiency, and scalability of departmental reporting
• Act as a thought leader within the Customer Operations organization; bring data-driven insights to the table and work collaboratively to continuously improve departmental performance
• Provide effective feedback to direct reports to help drive best-in-class performance and support career development. Translate forecasts and business goals into strategic operational strategies and goals / standards at the department, team and individual level
• Consistently seek ways to improve the customer and employee experience by designing and implementing efficiency improvement initiatives in collaboration with other leaders

Preferred Qualifications

• Exceptional interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and stakeholders at all levels of the organization
• Self-starter with a proactive and entrepreneurial spirit, able to thrive in a fast-paced, startup environment while maintaining a focus on achieving both business and social goals
• Highly organized and accountable with focus on execution, problem solving, and improving processes
• Ability to manage multiple priorities and maintain attention to detail in a fast-paced environment.BA degree or equivalent, preferred
• Understanding and acceptance of diversity, equity, inclusion and workplace belonging Concepts

Benefits

• Career Growth. We want to see you sparkle! Through regular 1-1’s with your manager, a variety of training opportunities, and an annual 360 review process for all employees, our leaders are dedicated to creating clear pathways for growth
• Diverse, mission-minded team
• Lifestyle Spending Account. At Brilliant Earth, we're committed to your well-being. Enjoy company reimbursements for eligible wellness expenses, such as gym memberships, massage, counseling, and more!
• 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
• Mental Wellness Perks. We offer access to mental health resources, such as self-care apps and seminars. Our Employee Assistance program offers 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
• Medical, Dental, and Vision. We offer multiple plans to choose from, including a $0 monthly premium option for employee health insurance and employer HSA contributions. Insurance kicks 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
• Open PTO Policy. We know it’s important to recharge and relax
• Parental Leave. We aim to support our growing families. Employees can utilize our paid parental leave to bond and care for their new additions
• Disability and Life insurance. 100% employer-paid
• Pre-Tax Commuter Benefits