DTC - Workflow Lead

About The Job This role is for an operational lead who will master all functions of the Care Expert position. The primary focus is on ensuring efficient workflow, achieving departmental goals, and maintaining Louis Vuitton's quality standards. Key responsibilities include overseeing team productivity, identifying and resolving operational challenges, and supporting the department's continuous improvement. The lead will also be crucial in maintaining a collaborative work environment, providing second-level support for escalations, and assisting in the training and development of new hires. Job Responsibilities Master all operational functions of the Care Expert position. Understand and follow the flow of work to ensure department goals are on target. Identify bottlenecks and work on resolution. Escalate equipment discrepancies and needs to Supervisor. Support in work assignments and review team productivity, reporting to leadership. Ensure that work produced by department meets quality standards. Assure department upholds general maintenance and overall station cleanliness. Identify improvement opportunities and challenge the status quo, providing recommendations. Maintain a positive and collaborative working environment. Follow up on exceptions, prioritizing backlogged cases. Delegate tasks and assignments to advisors to improve organizational effectiveness. Communicate regularly with Supervisor to review opportunities and observations. Ensure department’s work volume is distributed equally and deadlines are feasible. Participate in improvement projects within the department. Perform regular audits on team’s active cases. Assist with DEF and RO exchange workflow. Provide second level support with team escalations and MyCR flow. Review DUE surveys and follow up with advisors on Promoter cases, reporting neutral and recovery cases to leadership. Monitor queue performance and team adherence, alerting leadership of opportunities. Support training and onboarding of new hires. Qualifications Detail‑oriented. Adheres to all company policies and procedures. Effectively works and communicates within a team environment. Computer literate. Advanced interpersonal skills. Reliable attendance and punctuality. Agile. Comfortable communicating to management. Integrity and trust. Functional/technical skills. Elevated communication skills, both written and verbal. Strong team player and problem solver. Spanish & English proficiency is a plus. Must be able to work overtime as required. Operations Foster cross‑department collaboration by working closely with supervisors, managers, etc. Ensure business opportunities are maximized through efficient workflow management, exploring creative solutions that benefit the client and brand. Schedule Tuesday - Friday: 1:00 PM - 10:00 PM; Saturdays: 9:30 AM - 6:00 PM Compensation The compensation for this position starts at $28.00 per hour, with an additional $2 shift differential for hours worked. Reference LVM32784 #J-18808-Ljbffr Louis Vuitton