Supervisor - Tactical Operations (SHIELD) and Prod...

Supervisor - Tactical Operations (SHIELD) and Product Catalog (Watchmen)

  • Location SALT LAKE CITY, UT
  • Career Area -
  • Job Function -
  • Employment Type -
  • Position Type -
  • Requisition GH1102882

What you'll do at

Tactical Operations (SHIELD) and Product Catalog (Watchmen) Supervisor

We are looking for the best of the best to lead our dynamic Product Catalog & Tactical Operations Team. If you have the demeanor and skill set to help develop and lead this cross-functional team that supports our world-class Customer Care group while also delivering results across several operations teams, this is the position for you!

What does a SHIELD Supervisor do?

  • Responsible for one-on-one performance feedback for all direct reports
  • Responsible for one-on-one career coaching for all direct reports
  • Schedule and run periodic team meetings
  • Own all process improvement, present to leadership, and coach team to do the same
  • Owning teamwide metrics on attendance, performance, headcount, etc.
  • Works in sync with other supervisors to lead a team of Team Leads and approximately 30+ Agents
  • Understands complex order and fulfillment flows to troubleshoot system and delivery errors
  • Monitors company-wide critical order flows and alert developers and product owners if outages occur
  • Supports Customer Care through in-person, online and email research and resolution
  • Answers emails from Customers, Partners, Jet Fulfillment Centers, and many operational teams across the company
  • Provides point-of-call resolution to Partners and freight carriers
  • Learns and teaches business critical skills and tools to their team
  • Maintains reasonable, consistent and predictable attendance
  • Provides onsite leadership for the team

What traits do SHIELD leaders look for when hiring a new Supervisor?

  • Trust, Transparency and Fairness
  • You have a positive, outgoing, and collaborative attitude that makes you want to serve our Members and Partners every day
  • You believe in developing and supporting world-class specialists who represent our company while maintaining an inclusive environment
  • You believe in helping resolve Customer and Partner problems at first contact
  • You are smart, honest, a great communicator and confident in your technical skills
  • You want to be a part of a company that values your skills, efforts, and opinions
  • You have a genuine passion to motivate and inspire those you support
  • You possess strong problem-solving skills - you’re resourceful and have a tenacious drive to figure out how to resolve any Customer issue
  • You are comfortable learning several new, technical systems and getting up to speed quickly to train others
  • Strong organizational and interpersonal skills
  • Strong problem solving and analytical skills – ability to adapt on the fly to get resolution
  • Great listening skills
  • Strong ability to multitask and learn new systems quickly


What are the eligibility requirements to apply?

  • Strong technical experience with Office Suite products (specifically Excel)
  • Must be in good standing in your current position (i.e. Not on any formal performance plan or warning)
  • 1 year of Customer Service experience (not necessarily at Jet)
  • Experience in a Leadership role with demonstrated leadership skills
  • Experience managing direct reports


All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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