Job Description

The Manager of Order Processing is responsible for overseeing and optimizing the entire order processing function within the WSI Care Centers.

This role will drive operational excellence, and partner with internal teams to positively impact customer experience.

The successful candidate will draw from previous work experience in contact center management, domestic and international fraud and chargeback management, and corporate representation.

 
Summary Of Essential Job Functions:

• Serve as a Subject Matter Expert for fraud skills (international and domestic fraud identification, international and domestic verification techniques, fraud risk scoring.) 
• Serve as a Subject Matter Expert for payment processor chargeback management. 
• Conduct analysis and identify business opportunities to increase brand loyalty. 
• Drive performance to make sure all interactions are meeting targeted expectations. 
• Oversee daily performance of multiple lines of business. 
• Provide coaching and feedback of results to agent and management. 
• Remotely monitor staff and compile agent and process improvement recommendations as necessary. 
• Proactively manage change in the daily business environment related to Fraud Risk operational projects. 
• Coordinate and lead monitoring sessions and process video calls with business partners. 
• Serve as point of contact for assigned processes with all partners. 
• Manage processes through utilizing and developing agent and site-level reports. 
• Responsible for auditing and quality control to ensure that work meets quality standards. 
• Coordinate and lead audits. 
• Perform other duties as assigned. 

Position Requirements:

• 2+ years of experience managing a fraud system such as Accertify, CyberSource, Signify, Forter, etc. 
• 2+ years of experience in handling payment processor chargebacks. 
• Excellent interpersonal and relationship-building skills. 
• Excellent written and oral communication skills. 
• Excellent customer service skills with the desire to exceed expectations. 
• A track record of conceiving and delivering innovative solutions that support the customer experience. 
• Demonstrated people leadership and development success with large organizations. 
• Experience managing a globally distributed team of customer service agents. 
• A sincere passion and obsession for customers. 
• Strong technical and analytical aptitude. 
• Demonstrated project management success. 
• Strong business judgment. 
• Strong skills in Microsoft Office. 
• Position is located in Las Vegas, NV and is considered an on-site opportunity 

Williams-Sonoma, Inc. is a multi-channel specialty retailer of high quality products for the home. Today, Williams-Sonoma, Inc. is one of the United States' largest e-commerce retailers with some of the best known and most beloved brands in home furnishings. We currently operate retail stores in the United States, Canada, Puerto Rico, Australia, and the United Kingdom, and franchise our brands to third parties in a number of countries in the Middle East, the Philippines and Mexico. Our products are also available to customers through our catalogs and online worldwide.

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