GlassesUSA.com has been disrupting the traditional eyewear industry, becoming the fastest growing and leading online eyewear retailer in the world with millions of customers. Our cutting edge in-house technologies and data-driven philosophy constantly keep us on the frontline of the global eCommerce B2C industry.

Our Customer Experience team is looking for an experienced & driven Technical Project Manager. This position will be reporting to the VP of Customer Experience.

What You’ll Do

• Specifying and building tools to improve the speed, quality, and efficiency of Customer Experience.
• Assisting with the documentation, mapping and constant improvement of procedures.
• Analyzing workflows and making suggestions to improve efficiency and effectiveness.
• Developing and maintaining standard operating procedures for common situations and maintaining all CX platforms - Onelogin, Zendesk, Talkdesk, Klaus, Magento, Slack and other tools.
• Preparing performance reports by collecting and analyzing data to help discover new business opportunities.
• Taking action regarding responses and reporting to the organization’s leadership.
• Identifying and acting to remove obstacles to delivering consistently high levels of service for all global Support Sites.
• Working closely with leadership to help the Customer Experience team to deliver on their components of overall company goals and objectives.
• Defining and improving Customer Experience workflows.

What do you need to have?

• 2+ years of proven experience as a Project Manager in technical projects - A Must
• Able to analyze data, BI and statistics and translate results into actionable items - A Must
  
• Proven experience in SQL – a must
• Excellent written and verbal communication skills in English - A Must
• Working knowledge of customer service software, databases, and tools - A Must
  
• Bachelor's degree in a relevant field such as Mathematics, Statistics, Engineering, Computer Science, or any other quantitative field.
  
• Excellent customer-facing and market research skills
• Solid organizational skills including attention to detail and multi-tasking skills
• Self-motivated and self-directed

Role located in Ramat HaChayal, Tel Aviv.