Job Description
Just imagine bringing joy to millions of LEGO® fans around the world. Now make it real.
As the Support Team Operations Manager, you will lead a back-office support team, drive operational excellence and deliver valuable insights that enhance the overall consumer experience.
By supervising key processes and systems, this role ensures the efficient and effective support of customer-facing operations.
We are looking for someone in this role who will work closely with cross-functional teams to identify trends, resolve issues, and implement data-driven process improvements to support consumer satisfaction, loyalty, and interpersonal success!
Are you ready to inspire the builders of tomorrow?
If you love creativity, problem-solving, helping others, and building connections as a leader, we encourage you to apply.
About the Role:
This role is for our new North American contact center based in Tempe, AZ.
Leadership and Culture: Lead and handle a back-office support team by fostering a collaborative, inspiring culture. Provide mentorship, career development, and training opportunities to continually develop the team and align with interpersonal goals.
Day to Day Operations: Oversee day-to-day regional operations by ensuring efficiency, accuracy, and timely completion of tasks that support and enhance the overall customer experience. Ensure that all processes are implemented to industry standards and company policies, maintaining compliance with internal and external regulations.
Improvement Projects: Balance a deep knowledge and expertise of our departmental processes, ways of working, systems, and user needs by implementing improvement projects to positively impact consumer experience and support reducing contact handling time.
Global Collaboration: Collaborate with varying teams across the globe, working cross-functionally to ensure a detailed end-to-end shopper experience that directly chips in to company targets.
Data Collection and Analysis: Deliver data-driven and measurable productivity reports to leadership on metrics, trends, and areas of improvement to drive strategic decision-making.
Consumer Advocacy: Be an advocate for consumer experience, leveraging data and insight to identify pain points and recommend solutions that contribute to overall consumer satisfaction and loyalty.
If you can keep cool when LEGO mini figures are losing their heads, then we want you on our team! You’ll bring energy and compassion.
Do you have what it takes?
- People Leading Experience
- Basic proficiency in SAP, Excel, and PowerPoint
- Familiar with the Agile methodology
- Passion for Customer Service with an ability to rapidly acquire new knowledge and skills
- Strong collaborator leadership skills!
- Strong communication and teamwork skills
- Analytical approach, and enjoys getting to the root of issues and making improvements
- Have strong Continuous Improvement approach and ability to develop Continuous Improvement culture within your team
- Ability to lead in ambiguous situations and develop clear messaging for your support team and partners.
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Compensation
The salary for this position has a range of $82,773.00 - $124,159.00 based on anticipated responsibilities, market benchmarks, and organizational constraints. The LEGO Group carefully considers a wide range of compensation factors, including but not limited to prior experience, skills, expertise, location, internal equity, and other considerations permitted by law. The comprehensive remuneration details, inclusive of benefits, will be communicated upon finalisation of the employment offer.Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.
What’s in it for you?
Here are some of what to expect:
Family Care Leave – We offer enhanced paid leave options for those important times.
Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based
Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme
Your workplace – When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.
We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.
We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.
Thank you for sharing our global commitment to Children’s Rights.
We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.
Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.
Just imagine building your dream career.
Then make it real.
Join the LEGO® team today.