Sr. Manager, Member Support (REMOTE)

We are hiring a Sr. Manager of Member Support responsible for developing and delivering the strategy that ensures our members receive world-class product support within our digital survey communities. This candidate will lead a large team of support agents responsible for delivering a positive support experience to our members via email and phone. In addition, this individual will look to identify opportunities which minimize the need for agent support through self-help, proactive detection of potential community problems, and investment in team tools including AI and training.

The ideal candidate is a strong people leader who has extensive experience leading large global teams (e.g. 60+ employees located in multiple offices – Cebu, Toronto, London). This individual collaborates well across functions and has a successful track record of executing innovative global member support programs and driving exceptional member satisfaction results.

RESPONSIBILITIES

• Execute a global support strategy around the end-to-end member support experience; champion positive change to improve service levels and lower overall operating costs

• Baseline, manage and improve upon internal and external member service performance, with meaningful metrics such as resolution timing, member satisfaction, and first response

• Implement repeatable and scalable processes to ensure agent / productivity scale with a growing membership base; develop and own an effective staffing plan using data-driven forecasting methods

• Drive innovative solutions and tooling strategy to improve team techniques and processes; exploration of chat, text, social and AI to increase the efficiency of team output

• Liaison with member engagement and technology teams as front line to the member; utilize data to prioritize member satisfaction initiatives such as member self-help and onboarding programs

Specialized Skills:

• Excellent communication (oral, written, presentation), organizational, and intrapersonal skills.

• Ability to analyze data and problem solve.

• An eye for identifying and removing friction from the support process.

• Ability to adapt and stay on top of trends within Support space.

• Proficiency in Microsoft Office PowerPoint and Excel.

Education and Experience:

• 3+ years in mid to senior level management roles within a Support department.

• Strong experience utilizing support metrics such as Resolution Time, NPS, Service Quality, Retention Rate, Handle Time and CSAT; current knowledge of Support industry trends includes best practices and top technologies.

• Experience using Freshdesk, Oracle, and/or Zendesk platform.

• A referenceable track record of success as a member support leader in global organization.

At Dynata, we are dedicated to attracting, retaining and developing our people regardless of ethnicity, gender, identity, disability and age. We actively encourage applications from people of all backgrounds to join our innovative and high-performing team where individual differences are respected and celebrated.

Dynata is an equal employment and affirmative action employer OE/ Minority/ Female/ Veteran/ Disabled/ Sexual Orientation/ Gender Identity.

The base salary range for this position in is $65K- $105K/yr; however, base pay offered may vary depending on location, job-related knowledge, skills, and experience. A discretionary incentive program may be provided as part of the compensation package, in addition to a full range of medical and other benefits, dependent on full-time employment status.