Jobs in Bexley Ohio

About , Inc.

, Inc. is a leading online gifting and experiential commerce company with a family of iconic brands including , Harry & David, Cheryl’s Cookies, , Things Remembered, and more. Our mission is to inspire more human expression, connection, and celebration—powered by innovative customer experiences and a seamlessly integrated technology ecosystem.

Key Responsibilities

Strategic Technology Leadership

• In conjunction with the Business and Product Management, define and execute a multi-year technology vision and roadmap spanning:
• Customer Care platforms (CCaaS (Contact Center as a Service), CRM, customer accommodations, digital engagement, WFM and analytics
• Develop and execute Enterprise Order Management integrations for exception handling
• Collaborating with Product Management to develop AI & Virtual agents’ strategy and execution
• Align technology investments to measurable business outcomes including:
• CSAT / NPS improvement
• Cost-to-serve reduction
• CSRs end-to-end productivity improvements
• Establish scalable, API-first, cloud-native architecture aligned to enterprise standards.

Technology Platform & Solution Ownership

• Ensure reliable, secure, compliant, and scalable technology platform to deliver operational capability across:
• Voice, chat, email, SMS, and digital service channels
• Integrated order capture and exception handling
• Work collaboratively within IT (and business) on integrations across ERP, WMS, TMS, Digital Commerce, Payments, real-time Inventory visibility and enterprise data platforms to drive a seamless customer and agent experience
• Collaborate on Customer Center strategy, design, reliability, and optimization:
• IVR, call routing, telephony platforms
• Order exception management workflows
• Self-service and agent assisted transactions
• Ensure peak-readiness and high availability (99.9%+ uptime) across all platforms.

Delivery & Modernization

• Lead large-scale technology transformation programs including:
• CCaaS implementation & migrations
• CRM modernization
• Workforce forecasting, planning and scheduling solutions
• Autonomous agents and customer experience improvements
• Implement agile engineering practices with outcome-based delivery.
• Establish architecture standards for technology selection, deployment, lifecycle management, and technical governance.
• Support modernization initiatives leveraging:
• Intelligent call routing and speech recognition
• Predictive inventory analytics
• Automated order exception handling

Innovation& Intelligent Automation (AI/ML, Agentic AI, Bots)

• Support adoption of AI, machine learning, and intelligent automation across customer care.
• Support implementation of Agentic AI and autonomous workflow agents to:
• Address and resolve WIMO calls
• Resolve order exceptions
• Automate refunds, replacements, and adjustments
• Proactively manage inventory imbalances
• Assist agents with real-time recommendations and next-best actions
• Collaborate and support conversational AI, chatbots, voice bots, and virtual assistants to increase containment, improve personalization, and reduce cost-to-serve.
• Deploy predictive analytics and ML models for:
• Call volume forecasting
• Order risk scoring
• Inventory demand sensing
• Backorder prevention
• Establish foresight metrics, alerts and early-warning dashboards to anticipate service spikes, fulfillment bottlenecks, delivery and inventory constraints before customer impact.
• Partner with Data & Analytics to operationalize semantic-layer-driven intelligence into customer[1]care systems.

Operational Excellence & Reliability

• Own production support, incident management, and platform stability.
• Reduce incident rates and Mean Time to Resolution (MTTR).
• Ensure resilience, disaster recovery readiness, and business continuity.
• Optimize system performance to handle seasonal and promotional peaks.

Data, Analytics & Automation

• Enable analytics layer to help business improve:
• Call containment
• Forecast accuracy
• Agent productivity
• Customer and Agent experience
• Cost-to-serve
• Establish KPI dashboards measuring both technical and business performance impact.

Leadership & Cross-Functional Collaboration

• Build and lead high-performing engineering, architecture, and operations teams.
• Partner closely with:
• Product Management and Customer Care Operations
• Supply Chain & Fulfillment
• Digital Commerce
• Finance & FP&A
• Security & Compliance
• Influence executive stakeholders and participate in steering committee governance.
• Ensure alignment with enterprise Intake Planning and capital prioritization processes.

Qualifications:

Experience

• 10+ years of progressive senior technology leadership and management of enterprise platforms experience (Sr. Director or VP level).
• eCommerce environments ($1B+ revenue).
• Experience managing global teams (including off-shore development centers) and large technology portfolios.

Technical Expertise

• Deep knowledge of:
• CCaaS platforms (e.g., Dynamics, Genesys, Five9, NICE, Kodex)
• CRM platforms (e.g., Salesforce, Dynamics, Zendesk, ServiceNow)
• Workforce Management Solutions
• IVR and call/chat routing & optimization
• Strong understanding of:
• Cloud-native architecture
• API and microservices design
• Event-driven integration patterns
• Enterprise security and compliance standards

Leadership Competencies

• Strategic thinker with firm grasp on innovation and emerging technologies.
• Clear communicator with strong business acumen.
• Proven ability to influence C-level executives.
• Strong vendor negotiation and ecosystem management skills.
• Data-driven decision-maker with measurable results orientation.
• Exceptional team player with proven servant leadership style.

Education

• Bachelor’s degree in Computer Science, Engineering, Information Technology is required.
• Advanced degree preferred

Assist and support Department leadership in all administrative duties to allow the leadership to focus on customer service, management, and productivity issues.

Serve as the department point of contact

Create and submit AFEs and invoices for payment; create check requests and scan expense reports and other miscellaneous documents

Maintain a positive attitude in a highly intense environment

Distribute department directives

Work in a team setting to accomplish department goals

Enter and submit payroll advices

Compile weekly, monthly, and quarterly reports

Direct and/or assist customers, as needed

Other duties and projects, as assigned

Assist with travel arrangements, meeting itineraries, equipment setup, etc.

Education: High School Diploma / GED

Experience: 2 years experience in an office, clerical, or administrative position, and logistics experience, preferred

Experience working in, and a knowledge of the LTL industry, preferred

Computer Skills: Proficient in Microsoft Office Suite.

Knowledge of ABF Freight's intranet, reports portal, Winja, and various applications

Additional Requirements: Project management skills; excellent organizational skills

Strong analytical and interpersonal skills

Ability to handle duties in a confidential manner

Must have excellent verbal and written communications

Must display sense of urgency, ability to work under pressure, with attention to detail; able to prioritize and multi-task in a fast paced environment

Work Hours: Generally Monday through Friday, evening, and daytime shifts. Must be willing to work evenings and on an as-needed basis.

Travel Requirements: Minimal (0-25%)

Compensation: This is a hourly position paid weekly.

About Us: ABF Freight, an ArcBest company, is one of the nation's largest, most trusted less-than-truckload carriers. With over a century of experience, 240 service centers spanning North America, and an unwavering commitment to quality, safety and customer service, ABF offers best-in-class LTL transportation for companies of all sizes and industries. We're driven for excellence.