Jessi Jass

Provide strategic oversight and direction across Marketplace Operations & Customer Service for Society6 and Saatchi Art Group

• Establish a high-performing team, delivering seamless customer experience for artists and customers in D2C and B2B channels
• Spearhead the definition of KPIs and SLAs to ensure comprehensive controls over operational costs and functions, logistics, returns and service
• Optimize the customer and artist experience through coordinated and strategic efforts with cross-functional teams that improve net promoter and customer satisfaction scores
• Identify and engage strategic partners to support customer experience, service, logistics and freight audit, payment/tax/fraud, and production vendor functions
• Direct performance strategies for 11+ global production vendors, resulting in improved consistency across 25+ locations
• Oversee a global logistics budget exceeding 20M, optimizing carrier performance across regions
• Drive cost savings by orchestrating negotiations with carriers and achieving a 20% reduction in annual freight spend
• Champion regular alignment discussions with internal stakeholders to spotlight achievements and identify strategic business priorities and opportunities

Manage customer service, fulfillment, and overall customer experience for a family of prominent action sports brands: Quiksilver, Roxy, Billabong, RVCA, Von Zipper, Element, Honolua Surf, Xcel Wetsuits, and DC Shoes

• Subject matter expert and gatekeeper of D2C order management and lifecycle, and customer experience
• Manage various project initiatives and coordinate closely with technology, product management, D&L, marketing, and other cross-functional teams to ensure timely delivery and positive impact to end consumer
• Responsible for sourcing and negotiating relationships with new and existing service providers that support the E-commerce ecosystem (ex: tax and fraud services, payment services, 3rd party customer service providers, returns logistics providers, etc.)
• Strategize and spearhead the overhaul of a customer service program to successfully and efficiently outsource phone/email/chat programs across brands
• Oversee in-sourcing of the D2C warehouse and fulfillment services from a 3rd party provider and manage a comprehensive fulfillment program to ensure acceptable service levels
• Key stakeholder throughout multiple site re-platforming initiatives and a global ERP integration project
• Develop and manage B2BC marketplaces (i.e
• Amazon and eBay) from launch through optimization

Manage key elements of the cocodot site and E-commerce business: Production, Merchandising, Vendor Management, Fulfillment and Customer Service

• Manage key operational processes in production and QA, merchandising, fulfillment, and customer service
• Develop and manage company’s vendor drop ship program, vendor negotiations and on-boarding
• Lead development, execution, documentation, and improvement initiatives for cross-functional teams
• Partner with senior leadership to define goals and strategy to aggressively grow the business

Managed fulfillment, customer service, and studio operations for swirl.com

• Direct internal and external fulfillment operations teams and inbound/outbound processes, including vendor compliance standards, logistics enhancements, inventory management and annual physical inventories
• Implement and manage a studio production team and comprehensive sample inventory program
• Develop and implement a customer satisfaction program in parallel with a wellness plan
• Key role in the launch and management of an Enterprise Resource Planning system, including driving project enhancements and serving as the main point of contact for all fulfillment and operational objectives

Managed the planning and creative development of email and display advertisement programs that supported Quiksilver, Roxy, and DC Shoes

• Partner with third-party email provider to identify strengths and weaknesses of email campaigns, provide creative recommendations to improve conversion, and manage program enhancement projects
• Coordinate with third-party vendor to maintain relevant display advertisements and continually improve conversion performance
• Analyze, recommend, and implement customer segmentation strategies for specific campaigns to ensure that communications are aligned with customer interests

Managed key elements of partner web stores and their E-commerce business: Toys R Us (US and Canada), eToys, Baby Universe, FAO Schwarz, Nautica, Kipling, Quiksilver, Roxy, DC Shoes, and Palm

• Lead various new clients through initial discovery, development and launch of brand specific web stores
• Oversee order processing, and order reconciliation with a variety of vendors and fulfillment centers for multiple high-profile clients
• Provide detailed analysis of site performance utilizing relevant reporting tools and metrics
• Strategize with clients and develop plans to boost conversion and enhance customer experience
• Extensive use of E-commerce catalog, content, promotion, and order management systems
• Delivery of Excellence Award- 2008 for eToys and Baby Universe store launches
• GSI STAR Award- 2009 for outstanding performance