Supervisor Retail Support Wed May 16 00:00:00 CDT 2018 Renton, WA 478268800 3242 Wizards of the Coast 1 Employee <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">The Retail Development Supervisor uses specialized knowledge of the Wizards Play Network (WPN) to lead the team of representatives to help grow the retail business of North America, representing over 3,000 WPN retailers, in new and exciting ways. Core team responsibilities include onboarding stores into the WPN and coaching them in best WPN practices.</span></span></p> <p>&nbsp;</p> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">This position will provide daily and weekly tactical guidance and direction to a team of 4-15 Development Reps. The supervisor is the highest level of escalation for daily issues and is also responsible for training, performance management, employee motivation, and meeting team goals.</span></span></p> <p>&nbsp;</p> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">This position will collaborate and communicate with global WPN leads to identify and elaborate on ways to better coach and guide WPN retailers. Additionally, this role collaborates with their direct manager to identify strategic campaigns for the team to create the most impact on business play metric.</span></span></p> <p>&nbsp;</p> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">The ideal candidate has extensive knowledge of WOTC&rsquo;s brands and play programs, a strong understanding of customer service best practices, a history of data-driven success, and demonstrable experience managing people.</span></span></p> <p><br /> <span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">DAY TO DAY RESPONSIBILITIES FOR THIS WIZARD</span></span></p> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Lead and develop superior service</span></span></p> <ul> <li>Lead service strategy to ensure we provide world class proactive service to our retail partners</li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Perform quality assurance monitoring of reps consistently to ensure top quality work is being done</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Work closely with cross-functional groups to develop and deploy coaching tools that can reach a large retailer audience</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Communicate efforts with global retail development teams</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Take on and complete escalation calls resulting in a de-escalation</span></span></li> </ul> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Improve consumers&rsquo; WPN play experiences</span></span></p> <ul> <li>Determine and maintain quality standards for WPN retailers, including thresholds for both onboarding and growth</li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Lead continuous evaluation of and iteration on retailer orientation and developmental programs</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">With guidance from your manager, identify data-driven targeted call campaigns to drive effective growth in key areas</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Filter incoming fraud reports and determine escalation path</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Handle high-level fraud warnings and terminations of the WPN</span></span></li> </ul> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Identify and lead improvements</span></span></p> <ul> <li>Maintain and deliver reports as needed on a daily/weekly/monthly basis</li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Identify bottlenecks and roadblocks and work cross-functionally to alleviate the problems</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Develop and refine new and existing business process in order to increase operational excellence</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Work closely with WER technology team to identify and prioritize bugs and features as appropriate</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Act as a SME on cross-functional teams to ensure the best interest of our teams are being recognized</span></span></li> </ul> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Manage and develop team members</span></span></p> <ul> <li>Have regular one-on-one meetings with direct reports to identify concerns and road blocks early on</li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Develop team members with a focus on targeted coaching technique and work effectiveness</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Foster a diverse team environment that celebrates new, innovative ideas</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Work with direct reports to ensure quality performance for all team members</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Understand and help develop team members&rsquo; career aspirations</span></span></li> </ul> <p>&nbsp;</p> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;"><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">PROBLEM SOLVING<br /> The person in this role determines and executes solutions on problems that affect and relate to the North American WPN.</span></span></span></span></p> <ul> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Given a potentially vague or incorrect set of facts, gather information necessary to give an excellent resolution.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Determine policies and processes we want to have and enforce on our team in order maximize retailer satisfaction balances with what is best for our business.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Be able to assess a potential emergency and respond appropriately in a timely manner.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Determine the best way to coach or assist a fellow employee on a potentially complex or escalated issue.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Make evaluations on employee performance based on their adherence to a specified set of processes.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Find ways to innovate and consistently deliver on performance results in a fast-paced, high volume environment.</span></span></li> </ul> <p><br /> <span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">AM I QUALIFIED?</span></span></p> <ul> <li>1+ year(s) working with or within a hobby retail or sales environment.</li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">1+ year(s) experience leading a team or in a supervisory role.</span></span></li> </ul> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Knowledge, Abilities and Characteristics of the Ideal Wizard:</span></span></p> <ul> <li>In-depth knowledge of branded play strategy</li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Experience in B2B support and development</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Strong planning and organizational skills</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Excellent people management skills</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Some knowledge of SQL is preferred.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">BA/BS degree is preferred.</span></span></li> </ul> <p>&nbsp;</p> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Physical Requirements:</span></span></p> <ul> <li><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">Office environment, able to work on computer or phone for long periods of time.</span></span></li> </ul> <p><br /> <span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">We are an Equal Opportunity / Affirmative Action Employer.</span></span></p> <p><span style="font-size: 12px;"><span style="font-family: Arial,Helvetica,sans-serif;">The above is intended to describe the general content of and the requirements for satisfactory performance in this position.&nbsp; It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.</span></span></p> <p><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><a href="http://www.hasbro.com">Hasbro</a> (NASDAQ: HAS) is a global play and entertainment company committed to <em>Creating the World's Best Play Experiences.</em> From toys and games to television, movies, digital gaming and consumer products, Hasbro offers a variety of ways for audiences to experience its iconic brands, including NERF, MY LITTLE PONY, TRANSFORMERS, PLAY-DOH, MONOPOLY, BABY ALIVE and MAGIC: THE GATHERING, as well as premier partner brands. Through its entertainment labels, Allspark Pictures and Allspark Animation, the Company is building its brands globally through great storytelling and content on all screens. Hasbro is committed to making the world a better place for children and their families through corporate social responsibility and philanthropy. Hasbro ranked No. 5 on the 2018 100 Best Corporate Citizens list by <em>CR Magazine</em>, and has been named one of the World’s Most Ethical Companies® by <em>Ethisphere Institute</em> for the past seven years. Learn more at <a href="http://cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fwww.hasbro.com%2F&esheet=51120871&newsitemid=20150609006722&lan=en-US&anchor=www.hasbro.com&index=3&md5=1a3366471408237a95829a1b6adeae14" target="_blank">www.hasbro.com</a>, and follow us on Twitter (<a href="http://cts.businesswire.com/ct/CT?id=smartlink&url=https%3A%2F%2Ftwitter.com%2FHasbro&esheet=51120871&newsitemid=20150609006722&lan=en-US&anchor=%40Hasbro&index=4&md5=b213f22250cedb45acf2c04f724b17b5" target="_blank">@Hasbro</a> & <a href="http://cts.businesswire.com/ct/CT?id=smartlink&url=https%3A%2F%2Ftwitter.com%2FHasbroNews&esheet=51120871&newsitemid=20150609006722&lan=en-US&anchor=%40HasbroNews&index=5&md5=c1a66130b69a7e63ed868a76e3fc7bc8" target="_blank">@HasbroNews</a>) and Instagram (<a href="https://instagram.com/hasbro/?hl=en" target="_blank">@Hasbro</a>).</span></span></p>

Supervisor Retail Support

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Date: May 16, 2018

Requisition ID: 3242