Mgr - Customer Service Quality & Data Insights

Job Description

AMC Networks is home to many of the greatest stories and characters in TV and film and the premier destination for passionate and engaged fan communities around the world.

We create and curate celebrated series and films across distinct brands and make them available to audiences everywhere. Our portfolio includes targeted streaming services AMC+, Acorn TV, Shudder, Sundance Now, ALLBLK and HIDIVE; cable networks AMC, BBC AMERICA, IFC, Sundance TV and WE tv; and film distribution labels IFC Films and RLJE Films. The company also operates AMC Studios, our in-house studio, production, and distribution operation behind acclaimed and fan-favorite originals including The Walking Dead Universe and the Anne Rice Immortal Universe, and AMC Networks International, our international programming business.

We are currently seeking a Customer Service Quality & Data Manager to join our streaming product operations team based in our New York, New York headquarters.

JOB SUMMARY 

In this position you will be a key member of the Streaming Products Operations team within Global Technology & Operations, leveraging data to drive impactful decisions, enhancing customer experiences, and standardizing the quality review process across the customer service organization. In this role, you will be responsible for ensuring the quality and efficiency of customer interactions through data analysis, insights generation, and process improvement initiatives. You will assess the quality of our support to our viewers of AMC Networks (DTC) offerings (primarily AMC+, Shudder, Sundance Now, HIDIVE, ALLBLK & ACORN TV) and make data driven recommendations to improve customer satisfaction scores, improve training effectiveness of new hires and tenured staff, and streamline agent contact handling processes and recommendations to the business to optimize brand support operations. It's a highly collaborative position that involves frequent interaction with stakeholders across multiple business areas and at all levels within the organization internally and externally. 

If you excel in cultivating a high-performance culture and are driven to continuously improve functional teams and partnerships, this role is ideal for you. We are seeking a strong collaborator with outstanding written and verbal communication abilities, a curious and open-minded approach, as well as excellent organizational skills and attention to detail.  

JOB RESPONSIBILITIES 

• Developing and implementing quality assurance strategies and frameworks to assess customer service interactions (e.g., calls, emails, chats) 
• Conducting regular evaluations, audits, and calibrations to ensure adherence to quality standards and compliance with company policies 
• Utilizing advanced analytical tools and techniques to interpret customer service data and identify trends, patterns, and actional insights 
• Generating detailed reports and presentations to communicate findings and recommendations with stakeholders like product, marketing, training, operations, outsourced partner etc 
• Leading initiatives to streamline workflows, improve quality of customer interaction and increase customer satisfaction scores 
• Partnering with Training Managers to develop training modules and coaching programs based on quality assessment outcomes and data-driven insights 
• Leading a team of quality assurance analysts and data specialists, fostering a culture of continuous improvement and accountability 
• Collaborating closely with internal customer service team and outsourced partners to align quality initiatives with organizational goals and objectives 

QUALIFICATIONS (Required & Preferred) 

• Bachelor’s degree 
• 5-7 years of relevant work experience