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Sr. Manager, Digital Services

Company: Sleep Number
Location: Lakeville
Posted on: August 28, 2020

Job Description:

Position PurposeSleep Number is an innovation leader with our ongoing customer relationship as a competitive advantage. To enhance and improve our life-long relationships, we are focused on the simplification and consistency of our digital service and knowledge solutions. The Sr. Manager, Digital Services is responsible for the ongoing development and evolution of knowledge and service business capabilities to enable an effortless self service experience for Sleep Number. The Sr. Manager, Digital Services will strategically facilitate people, process and technology to deliver integrated service experiences with one source of truth of information to our customers and employees. This role is highly collaborative with cross functional stakeholders and will enable a a frictionless customer service experience as well as a culture of enterprise wide knowledge sharing.Primary Responsibilities Provides strategic and team leadership in the ongoing evolution of the Digital Service Engagement and Knowledge Management capabilities as key enablers of our customer experience. Creates a compelling vision and roadmap for the future Sleep Number digital service customer experience; collaborates with stakeholders across company to ensure all business needs are met. Translates capability roadmap milestones to functional use cases and processes; Leads product team members to build scalable solutions that deliver frictionless customer and employee experiences. Directs efforts for continuous improvement of Knowledge Management business processes ensuring ongoing maturity of the capability, inclusive of information architecture, content standards and design, governance and user experience. Enables enterprise wide knowledge sharing through delivery of simple content authoring tools and processes with focus on one source of truth and quality content curation. Leads a high-functioning team with focus on continuous professional development for all team members. Effectively communicates the Digital Service and Knowledge Management business value measured through established metrics and KPIs; Reports out to senior leadership and executives on regular basis.Position Requirements Bachelors degree required 5 or more years Digital Product Experience 3 or more years in Retail/Consumer goods business (B2C) 3 or more years leading teams inclusive of direct reporting relationship 2 or more years human centered decision or agile methodology experience Advanced knowledge in customer support and knowledge management platforms including SharePoint Online Exceptional written and verbal communication skills, professional demeanor and ability to interact comfortably with all levels of team members, vendors and third parties Strong leadership skills along with the ability to develop and execute on strategy Ability to view situations from multiple customer segment perspectives Willingness to be hands-on while leading team High energy, enthusiastic and motivated demeanor Ability to be agile; readily adapt to change in a faced paced environment Ability to work collaboratively with others; build strong work relationships and establish self as a trusted team member Demonstrated proficiency in verbal and written communicationby Jobble

Keywords: Sleep Number, Lakeville , Sr. Manager, Digital Services, Executive , Lakeville, Minnesota

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