Experience Inc. Jobs

At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together.

The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together , we always look for a better way , and we create possibilities .

Interested in joining us on our journey?

The Senior Manager, Consumer eCommerce - Engagement & Moderation is responsible for establishing the overall strategy for engaging owners/potential owners on owned brand websites and dealer partner sites, owned eCommerce-enabled brand sites, owned social properties, and social-listening for trending conversations about products sold under GE Appliances family House of Brands. This role manages exempt leaders with non-exempt teams responsible for eCommerce sales, social media engagement, ratings/reviews responses, shopper questions, and product knowledge content. The teams that report to this role are key in delivering on the brand promise through differentiated quality engagements on highly visible public platforms.

Position

Senior Manager, Consumer eCommerce – Engagement & Moderation

Location

USA, Louisville, KY

How You'll Create Possibilities

Personal Shopper eCommerce Sales leadership:

• Responsible for driving eCommerce sales conversion with owners who seek shopping guidance and leadership with staffed personal shoppers on our commerce enabled websites.

• Partner with Senior Director Consumer eCommerce and Finance Manager to identify and deliver sales targets by quarter.

• Establish Personal Shopper Commission and Incentive standards (monthly or quarterly), communicate to team, measure/report results, and submit payment requests to payroll.

• Collaborate with ASI partner to ensure consistency in SOPs, expectations, and all measurements across both personal shopper teams.

• Maintain strategic alignment with Consumer eCommerce lead generation and lead conversion teams: understand and deliver against strategic initiatives and timing.

• Work with eCommerce Shared Services Operations team to resolve system issues, support owner experience challenges, understand SOP changes needed to ensure agent KPIs, order accuracy, etc.

Establish and drive strategic direction for public facing consumer engagement:

• Align with overall business strategy and NPI by implementing social engagement processes that support the brand direction.

• Lead current trends within the social engagement and social listening realm.

• Identify technology or process gaps, then implement and report on “test and learn” solutions that may be deployed across other business segments/call centers to improve the ownership experience or agent productivity.

• Provide guidance to direct staff by overseeing their day-to-day responsibilities to deliver results.

• Set expectations for the public facing engagement teams through all phases of consumer engagement, eCommerce sales, consumer outreach, and case management on all owned social properties, branded websites (eCommerce enabled or not) and dealer-partner sites.

• Manage digital connections for product reviews and shopper questions on key retail partner websites, such as The Home Depot, Lowes, Best Buy, Williams Sonoma and Walmart, ensuring that SLA’s are met and exceeded.

• Drive strategic vision for internal and external facing knowledgebase. Understand key company initiatives and NPI timelines that impact strategic direction and ongoing optimization.

• Partner cross-functionally with Marketing, Brand, PR, Microenterprises to understand product launches and key narratives discovered in social listening or product reviews and establish appropriate engagement responses or solutions.

• Responsible for overall operations of the team to ensure quality and productivity goals are met. Ensure best in class quality of interactions by working team leaders to establish appropriate evaluations and metrics.

• Understand key performance metrics of escalated cases assigned to Social CR advocates: concession spend, Agent O-Sat (external QOS), final resolution applied to close case.

Performance and leadership development:

• Create/generate/maintain critical reporting (daily, weekly, monthly, annually) to fully understand volume trends in each workstream and impact on resources.

• Establish performance metrics for all roles within the organization.

• Support recruiting and retention initiatives of qualified resources who deliver results within engagement team areas of responsibilities.

• Coach and support direct reports through regular one-on-one sessions as well as quarterly performance conversations, talent review meetings, and goal setting.

Project Management: Governance, Privacy & Technology

• Manage overall governance of company-owned branded Social Media properties. Maintain log-in credentials and control access. Promptly update credentials when appropriate for security purposes.

• Serve as lead for cross-functional Social Media Crisis Management Task Force. Schedule and lead periodic meetings with key stakeholders: PR, Legal, Security, HR, Organic/Paid social media Leaders, Social Engagement Team Lead, etc. Ensure preparedness for various social media scenarios with potential negative impact on brand/company reputation.

• Serve on Privacy Council as key member representing Consumer eCommerce organization. Understand how privacy law changes may impact process/procedures for engagement team.

• Strong functional knowledge and application of key engagement tools: Salesforce Service Cloud, Big Commerce, Oracle EBS, Sprinklr, BazaarVoice, and any other tools used by the team.

What You'll Bring to Our Team

Requirements / Qualifications

• BA/BS degree from an accredited university or college

• Minimum of 7 years leading a team, including leadership of exempt team members.

• Significant experience in a consumer-facing role and consumer communications.

• Demonstrated ability to execute projects, deliver results and report on results.

• Proven record of data-driven decision-making and strategic capability.

• Thorough understanding customer service solutions that drive brand loyalty.

• Ability to build trust and motivate others.

• Creative thinker with ability to simplify processes and manage change.

• Demonstrated ability to coach and mentor.

• Strong interpersonal and communication skills.

Desired Characteristics

• MBA or equivalent advanced degree from an accredited university or college

• Social Media customer care experience

Working Conditions:

• Working conditions are normal for an office environment.

• Social Media focus of this role requires regular check-ins over weekends, holidays and evenings.

• Periodic travel to satellite call centers, as needed.

#LI-DL1

Our Culture

At GE Appliances, creativity meets passion and conversations lead to exceptional outcomes and experiences. We respect and value the unique backgrounds and experiences that everyone brings to GE Appliances. We believe a diverse workplace, where everyone is included and people can be their true and authentic selves, fosters creativity and innovation. We know our differences are our greatest strength. The very best innovations across every function of a company come from diverse teams. Our commitment to ensuring a safe and inclusive workplace where everyone is valued allows employees to perform at their best, every day. Diversity at GE Appliances helps us achieve zero distance to our owners, innovate smartly and connect to the communities and customers we serve. We encourage and support the ideas, aspirations, and the wellbeing of everyone - our employees and our communities

GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please send an e-mail to ask.recruiting@geappliances.com