As the Director of Customer Ratings & Reviews, you will lead a team responsible for reviewing, approving, and moderating customer ratings and reviews on our websites. You will oversee the development and implementation of ratings and reviews policies, guidelines, and best practices to drive customer value.
The ideal candidate understands industry best practices and will develop customer ratings and reviews processes at Staples. This role works directly with the Merchants and Digital teams to optimize customer ratings and reviews development efforts. This role will proactively assess content experiences, provide recommendations to partners and measure ongoing effectiveness against metric targets.
Responsibilities:
• Develop and implement content moderation policies, guidelines and workflows for customer ratings and reviews. Ensuring they adhere to the company's values, standards and customer expectations.
• Monitor, review, and moderate ratings and reviews on all Staples websites using tools and manual checks. Refine workflows to ensure timely and effective moderation and execution.
• Provide data-driven insights and recommendations to improve product satisfaction, customer retention and loyalty.
• Identify and escalate issues, trends, and feedback related to customer ratings and reviews.
• Establish and monitor key performance indicators and metrics to measure the impact and effectiveness of ratings and reviews
• Collaborate with Merchandising and Digital teams to optimize ratings and reviews content collection, moderation, and measurement processes.
• Partner with Product and SDS teams to identify areas of improvement in our tools and ensure solutions are developed and implemented
• Build, develop and manage a team of content moderators and specialists who are responsible for reviewing, approving and curating ratings and reviews on our websites
Qualifications
• Bachelor's degree in merchandising, digital, marketing or related field.
• At least 8 years of experience in user generated content, ratings and reviews
• Strong knowledge of content moderation policies, guidelines, and best practices, tools, and trends.
• Ability to work cross-functionally and manage multiple projects and deadlines.
• Creative, innovative, and customer-centric mindset
• Excellent analytical, communication, and presentation skills.
At Staples, “inclusion” is an action word. It represents what we do to ensure that all employees feel valued and supported to contribute to their fullest potential. When we operate inclusively, diversity naturally follows. This is why we work hard to foster an inclusive culture, as we seek employees with unique and varied perspectives and areas of expertise. The result is a better workplace and innovative thinking that helps us exceed our customers’ expectations -- through the power of the people behind our iconic brand.
Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.