FURTHER is looking for a Mystery Shopping Manager to manage the day-to-day operations of mystery shopping agents and ensure the efficient, accurate collection of competitive market data. You will lead a team, oversee daily operations, provide coaching and guidance, and drive continuous improvement.
What You'll Do
- Manage the day-to-day operations of mystery shopping agents, including shop assignment, data collection, and phone system management.
- Lead and support a team through regular 1:1 meetings, performance reviews, and daily check-ins.
- Foster a strong team culture by providing consistent, individualized feedback, addressing blockers, and creating development plans.
- Monitor and analyze key performance indicators (KPIs) to identify areas for individual agent improvement and implement corrective actions.
- Maintain SOPs, process documentation, and onboarding materials to drive clarity, consistency, and efficiency.
- Train the team on new tools and expectations as internal processes evolve.
- Stay up-to-date on industry trends, best practices, and emerging technologies related to mystery shopping and market research.
What We're Looking For
- Bachelor's degree in business, marketing, or a related field.
- 3-5 years of experience in mystery shopping, market research, contact center operations, or a similar field.
- Strong leadership, communication, and interpersonal skills.
- Exceptional problem-solving and analytical abilities.
- Proficient in data analysis and reporting tools, such as Microsoft Excel and Microsoft PowerPoint.
Nice to Have
- Experience working with diverse teams in a fast-paced environment.
- Knowledge of relevant data privacy regulations and best practices.
- Experience with RingCentral—specifically the management and assignment of phone numbers and data metrics.
Technical Stack
- Microsoft Excel
- Microsoft PowerPoint
- RingCentral
Team & Environment
You will be a member of the Pricing Assistant Team and report directly to the VP of Strategy & Growth.
FURTHER is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.
