Interim Head of Community Support (Maternity Cover)

Job Description

Company

Depop is the community-powered fashion marketplace to buy and sell unique fashion, with over 30 million registered users in more than 150 countries. Depop is a place for anyone to discover and celebrate their style on their own terms, and to feel good about their fashion choices by extending the lives of millions of garments. The company was founded in 2011 and is headquartered in London with offices in Manchester, New York, Los Angeles and Sydney. Depop has approximately 400 employees dedicated to its mission of building the world’s most diverse progressive home of fashion, that’s kinder on the planet and kinder to people. In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company.

Our Mission

Our mission is to build the world’s most diverse progressive home of fashion. Our team is dedicated to enhancing and developing the Depop experience to serve the needs of our global community.

Depop exists to empower the next generation to transform fashion. We are a community-powered fashion ecosystem that's kinder to the planet and kinder to people. We give our audience something they can't get anywhere else - unique fashion, with amazing people and the chance to create a better future by showing up as their full selves, at full volume.

Our DNA
Our DNA defines the essence of our company as an employer – how we are unique and what matters to us.

Depop is an equal opportunity employer. Our mission is to build the world’s most diverse progressive home of fashion. To do this, we encourage people from underrepresented communities to apply.

We celebrate diversity and are committed to creating an inclusive environment for all employees. We’re continuing to build recruitment processes that are fair and welcome requests for reasonable adjustments required throughout your interview experience with us.

Depop supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.

Role

We are looking for an Interim Head of Community Support to lead a team of 30 in-house and 150 outsourced heads. This role is a 12-month maternity cover, and is a critical position in our Operations Leadership, delivering on our community experience.

Responsibilities:

• Lead and manage operations of Depop’s Global Community Support team to deliver a consistent high-level of customer care
• Own a forward looking outsourcing strategy & efficiently manage third party relationships within demanding performance expectations
• Oversee workforce management, forecasting, staffing and real time adherence to ensure SLAs, KPIs and performance metrics are met
• Drive continuous process and performance improvement to enhance User Satisfaction (USAT) by tackling root causes of issues
• Lead and develop managers to further deepen expertise and foster a culture of integrity, service excellence, accountability, innovation, best practice sharing across a global operations team
• Motivate, inspire and develop the broader Community Support team, taking a hands on role as required
• Build strong stakeholder relationships across the business to advocate for the community, communicating feedback, challenges, roadblocks and insights effectively and concisely to appropriate audiences and stakeholders.
• Identify and mitigate operational risks including efficiency issues, customer-impacting operational risks and business contingency planning
• Embody our core values and add to our culture. You’ll help set the tone across the team of what it means to be customer-obsessed
• Have a laser focus on delivering an outstanding Community Experience through best-in-class operational excellence

Requirements

• Proven experience leading large, multi-geography customer operations and moderation teams, both in-house and through partnering with third party outsourcing vendors
• Background in eCommerce or digital services, ideally in a marketplace environment
• Track record of operationalizing company vision and strategy into measurable outcomes
• Inspiring, empathetic and inclusive leader with respect for diversity of thought
• Data-driven approach with a strong analytical mindset and very comfortable with both quantitative and qualitative analysis
• Strong business acumen, operational rigour and proactive can-do mentality
• Effective communication and excellent stakeholder management skills
• Experience working effectively with third party vendors
• Comfortable operating in a fast changing environment, striking the right balance between speed and accuracy.
• Written and verbal proficiency in English (required) and another European language (preferred)

Preferred Skills:

• Experience with community-driven tech marketplaces preferred
• Lean/ Six sigma process improvement experience preferred
• Experience with COPC standards preferred

#LI-KA1 #LI-HYBRID

Benefits

Health + Mental Wellbeing

• Cash-plan or PMI - you have the choice of a healthcare plan that best suits you
• Subsidised counselling and coaching - we partner with Selfspace to provide you the opportunity for a good conversation with a qualified person
• Cycle to Work scheme - choose between Evans or the Green Commute Initiative to help access a bike for your commute
• Employee Assistance Programme (EAP) - have access to a confidential support network of expert advice 24/7
• Mental Health First Aiders - we have trained individuals across the business to offer support and signposting

Work/Life balance

• 25 days annual leave with the option to carryover up to 5 days
• 1 company-wide day off per quarter, for you to take some time for yourself and decompress
• 2 activism days per year for you to use for volunteering, demonstrations or internal initiatives
• We offer sabbaticals for our long serving employees.

Flexible Working

We’re Flexa® accredited, meaning we offer genuinely flexible working;

• We'd love you to head to your nearest Depop office once a week, but feel free to work from home the rest of the week!
• Want to head into the office more? No problem, you can opt to be "Office-Based", with your very own desk.
• Do you do your best work from home? You can also request to be a remote worker, and only head into the office 4 times per year *role dependent

• In the office, we provide healthy snacks, tea and coffee and the occasional surprise treats!
• All of our offices are also dog-friendly! Do your best work with your best friend.
• Apply to work abroad 4 weeks of the year (in UK tax treaty countries)

Family Life

• Maternity + Paternity Leave, plus adoption leave, IVF leave, shared parental leave + paid emergency parent/carer leave

Learn and Grow

• We offer a personal learning budget for every employee and also sponsor and run a myriad of programmes, conferences and meet-ups to upskill our employees and enhance their journey with us.

Your Future

• Life Insurance (financial compensation of 3x your salary)
• Pension (Depop will match your contribution up to 6% of your qualifying earnings)
  
  

And finally, as a valued Depop employee We waive all of our employees’ fees when they sell on Depop and also ship your sold items anywhere in the UK for free using our team’s account

GDPR Statement

When you apply to a job on this site, the personal data contained in your application will be collected by Depop Ltd, 08316342 ("Controller"), 9th Floor 107 Cheapside, London, United Kingdom, EC2V 6DN (“We”, “Us”) and can be contacted by emailing people@depop.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at people@depop.com.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.

Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.