Associate Manager, Customer Care

Job Posting Title:

Associate Manager, Customer Care

Req ID:

10093787

Job Description:

The Associate Manager position within Customer Service will work with team managers to learn and own the onboarding and offboarding of all third party/BPO care specialists. This will include guiding agent workflows towards maximum flexibility within Customer Care according to and in alignment with central product/process owners/ team management. The role will assist with all new hire post-training quality audits and system efficiency reviews, sharing all findings with the larger care team. This role will be the eyes and ears to our care specialists, representing operations needs, successes and challenges in a clear and concise manner.

Departmental Summary:

Customer Care is an enthusiastic, dynamic organization within ESPN, providing our fans with world- class customer care by engaging them with our products, services and offers.  Customer Care is spearheading the company’s relationship with our fans, building high quality, long-lasting relationships. As we accelerate our streaming and gaming business, Customer Care plays an essential role in supporting viewers, subscribers, fans and more… as they learn about ESPN. 

Responsibilities:

• Process all onboarding (and offboarding) of 3rd party/BPO hired care agents in Disney proprietary systems
• Supports the managers in tracking the performance of all live workforce agents, supporting coaching when performance is low, and to show example, when performance is strong.
• Manage all new hire post-training quality audits and system efficiencies.
• Continuously evaluate existing processes and procedures to streamline workflows, enhance efficiency, and optimize the customer service experience.
• Assist in the communication processes that are published on all internal platforms, as needed
• Partner with Training, QA and CSAT teams to identify ongoing agent productivity and efficiency opportunities for improvement.
• Analyze CSAT reviews and take actionable steps to improve the overall fan experience.

Qualifications:

• Minimum 1 year of experience in a customer support, product, or marketing role
• Ability to quickly diagnose process issues and implement changes.
• Strong executional mindset and ready to take on tasks as needed
• Strong multi-tasker and able to prioritize business needs to meet deadlines
• Analytical mindset and ready to innovate

Preferred Qualifications:

• Strong entertainment industry knowledge, preferably in sports
• Curiosity and passion for understanding the “why” underneath the surface
• Growth mindset, future-forward, ready to invent what’s next

Required Education:

• Bachelor’s degree or equivalent in Marketing, Business, or a related field

The hiring range for this position in New York, NY is $73,226.00 to $98,239.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Job Posting Segment:

ESPN Marketing

Job Posting Primary Business:

Marketing & Consumer Engagement

Primary Job Posting Category:

Customer Research Analytics & Modeling - Sports

Employment Type:

Full time

Primary City, State, Region, Postal Code:

New York, NY, USA

Alternate City, State, Region, Postal Code:

Date Posted:

2024-07-01