Careers at Blue Nile

To be considered for any opportunities listed below, please submit your resume and cover letter with salary requirements via email to jobs@bluenile.com or via fax to 206-336-6750.


Marketing:
Marketing Analytics Analyst
Customer Service:
Seasonal Customer Service Representatives (Multiple Openings)
 Director of Customer Service
Technology and Engineering:
Sr. Software Engineer
 Database Administrator
Finance & Operations:
Senior Accountant - Cash Management & AR
Web Operations/ IT:
QA Engineer
 Jr. QA Eningeer
Human Resources:
Receptionist
Merchandising:
Director of Merchandise Planning
 Merchandising Assistant
 Assistant Buyer
Fulfillment:
Quality Assurance Supervisor
 Seasonal Production Assistant
 Seasonal Bench Jeweler: Setter
 Seasonal Shipping Assistant/Packer
 Seasonal Engraver
 Seasonal Jewelry Polisher
 Seasonal Inventory Assistant
Bench Jeweler: Assembler
Operations:
Senior Manager of European Operations

Site Development:
Sr. Website Developer/UI Architect
 Graphic Designer
 Website Technical Program Manager
Diamond Supply:
Strategic Data Analyst
Customer Service
Director of Customer Service

Blue Nile seeks a Director of Customer Service to lead the company’s customer service and fraud prevention teams. He or she will be responsible for the overall direction and performance of the department. The ideal candidate has experience running a high-performance retail customer service operation, excellent leadership and motivational skills, and a passion for customer service.

Duties & Responsibilities
  • Provides strategic leadership and direction for the delivery of world-class customer service to Blue Nile customers.
  • Provide vision and leadership to develop and maintain a high-performance team
    - Recruit and select the best possible candidates
    - Provide the best possible initial training program
    - Continually coach, mentor and develop team members
    - Evaluate Diamond & Jewelry Consultants in order to reward the best and identify the underachievers
  • Manages all facets of customer service, including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
    - Understand changes in customer needs, behaviors, and tastes
    - Work with other departments to advocate improvements based on customer needs
    - Liaise between customers and manufacturing, order processing and accounting to resolve status, production, delivery and billing inquiries.
  • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer.
  • Maximize effectiveness of all forms of customer communication: phone calls, emails, and live chats
  • Plan to ensure staffing levels are sufficient to handle peak holiday volumes
  • Manage and guide team to meet daily goals and drive projects to achieve long-term objectives.
  • Develops and continually improves customer service department processes.
  • Drive productivity improvements to capture economies of scale as we grow
  • Drive budget process, staffing plans, and other financial aspects of customer service


Qualifications
  • Passion for customer service
  • Excellent leadership skills
  • Strong sense of ownership and accountability
  • Results orientation
  • Excellent verbal and written communication skills
  • Solid problem solving skills
  • Experience defining, measuring, and continually improving key performance metrics
  • 5+ years experience in customer service management
  • Knowledge of and/or experience with call center technologies (phone switch, vectors, e-mail applications, workforce management tools, monitoring technology, CRM, CTI, Voice over IP, etc.)
  • Bachelors degree required
To be considered for this opportunity:
Please submit resume and cover letter with salary requirements via email to jobs@bluenile.com.

Inquire about this position

About Blue Nile, Inc.
Blue Nile, Inc. is the leading online retailer of diamonds and fine jewelry. The Company delivers the ultimate customer experience, providing consumers with a superior way to buy engagement rings, wedding rings and fine jewelry. Blue Nile offers in-depth educational materials and unique online tools that place consumers in control of the jewelry shopping process. The Company offers thousands of independently certified diamonds and fine jewelry at prices significantly below traditional retail, with quality standards that are among the highest in the industry. Blue Nile can be found online at www.bluenile.com, www.bluenile.ca and www.bluenile.co.uk. Blue Nile's shares are traded on the Nasdaq Stock Market LLC under the symbol NILE.