Manager, Digital Service

Sony Corporation of America, located in New York, NY, is the U.S. headquarters of Sony Group Corporation, based in Tokyo, Japan. Sony's principal U.S. businesses include Sony Electronics Inc., Sony Interactive Entertainment LLC, Sony Music Entertainment, Sony Music Publishing and Sony Pictures Entertainment Inc. With some 900 million Sony devices in hands and homes worldwide today, a vast array of Sony movies, television shows and music, and the PlayStation Network, Sony creates and delivers more entertainment experiences to more people than anyone else on earth. To learn more: www.sony.com/en.
 

POSITION SUMMARY   

We are seeking a Manager, Digital Service to help us launch delightful digital consumer-facing products that are incubated within SCA. Reporting to the Director Customer Experience & Care, you will play a crucial role in creating and innovating on our Digital First self-service tools, including Chat, IVR, App, and Web. This leader will understand our customers, anticipate their needs, and develop thoughtful digital approaches to resolving their issues while driving amazing CX. 

JOB RESPONSIBILITIES 

• Partner with Product Managers to orchestrate the digital support experience, by understanding consumer pain-points, competitive analysis, industry benchmarks, customer journey mapping, and usability studies 

• Advise Product Managers on post purchase customer journey maps, web and app self-service flows, chat placement, FAQs, and drive support content creation 

• Partner with Product Managers to Implement, manage and expand chat platform with AI/ML & Generative chatbot, and messaging channel expansion – for inbound sales & support functions 

• Partner with contact center operations to implement and optimize agent assist for chat and voice 

• Implement and democratize usage of a VOC platform, and create and manage a concise survey strategy to capture actionable customer feedback across omni-channel 

• Create dashboards and ongoing reporting of survey driven CX metrics like NPS and CSAT 

• Analyze CX data (NPS, customer behavior etc.) related to journeys to identify focus areas and opportunities to address consumer pain points. 

• Partner with Marketing & Product on proactive communications for service issues, and other customer facing content 

• Lead, in partnership with Marketing & Product, the digital strategy for social media support, online reviews, and community forums 

• Own and drive CX content development for knowledge base across web, app & ops 

• Partner with business systems and product on digital and contact center platforms & telephony, agent tools, and IVR 

• Partner with Marketing, Product, Operations and Finance teams to lead self-service strategy and a E2E self-serve plan 

• Define success scorecard across each Digital self-serve channel, omni-channel digital interactions, and programs  

• Review post-launch results, scorecards, and assess any opportunities for self-serve improvements.  

• Conduct competitive benchmark assessments across self-serve (NPS, CX metrics) to align on long-term self-serve goals. 

QUALIFICATIONS FOR POSITION 

Your qualifications and experience should include:  

• 6-10 years of experience in digital customer experience or digital support 

• Bachelor's degree 

• Proven success in working on digital self-serve strategy across IVR, Chat, App 

• Excellent communication and presentation skills, with the ability to translate complex data into clear insights and actionable recommendations. 

• Demonstrated passion for Customer Experience and acts as an advocate for customers 

• Superb follow-through, problem-solving and communications skills 

• Self-starter with an entrepreneurial attitude and approach. Intellectually curious with a demonstrated ability to creatively tackle CX challenges and extract value and meaning 

• Innovation mindset coupled with a proven track record for ability to execute 

In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity, and Inclusion. We are committed to creating an inclusive employee experience for you to thrive as part of Sony’s purpose to “fill the world with emotion through the power of creativity and technology”. 

Benefits:    

SCA offers benefits-eligible employees (generally regular employees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their family’s physical, emotional, and fina