Senior Manager, Customer ServiceApply
Our Marketing, Distribution & Operations team within the CBS Digital Media group is charged with distribution and monetization of premium CBS content across the spectrum of digital partnerships and business models. CBSSports.com provides premium online and mobile content to the connected sports fan, including live and on-demand video, in-depth analysis, breaking news, and scores and statistics across high school, college, and pro sports. CBSSports.com is part of CBS Interactive's portfolio of multi-platform brands, which includes premier Fantasy offerings, high school sports leader MaxPreps, 247Sports, Scout and CBS Interactive Advanced Media producing more than 130 official collegiate athletic sites.
We are a diverse and agile group that works in an exciting and fast-paced environment, working cross-functionally across different departments and partnering with multiple technology/distribution partners to ensure that we deliver CBS content to consumers, however and wherever they want to consume it.
We are looking for an experienced customer service leader to support the CBS Sports Digital Brands and oversee the external Customer Service / Call Center team. This person will be responsible for managing the vendor relationship, acting as a liaison and main point of contact between the customer service center and CBSi (marketing, product and engineering) teams. This role will be based in Fort Lauderdale, FL.
Perform as an active thought-leader and internal expert on digital subscription and the Fantasy Sports competitive environment.
Responsible for the Balanced Scorecard and KPIs associated with each business unit. Has indirect operational accountability for operations in a Shared Services environment.
Conduct ongoing, training sessions to instruct staff on how to improve the overall customer experience by adequately addressing problems over the phone and/or how to effectively communicate via email correspondence.
Lead communication for escalations from the call center and also for emergency response situations, coordinating with cross-functional stakeholders, including Social Media, Publicity, Marketing, Product and Operations teams..
Make recommendations to improve processes, performance, customer resolution to problems by leading the infrastructure projects, gather expertise and systematically approach by problem solving or best practice implementation. (data/integration, front end care tools, reporting).
Organize and lead weekly/monthly/quarterly formal business review sessions with key stakeholders and the external customer service team.
Partner with Product and Marketing to proactively communicate with customers before issues occur, anticipate possible impacts in order to reduce volume; a forward thinking approach.
Build and maintain a robust Fantasy program that enhances the value of CBS Sports’ premium Fantasy platform and drive brand loyalty.
Partner with customer support team to develop escalation procedures and provide feedback to management concerning possible problems and/or areas of improvement.
Partner with internal CBSi Teams to develop/deliver, maintain training materials, and scripts for existing and upcoming products.
What you bring to the team:
You have –
Bachelor’s degree preferred but not required
5 years of Call Center Operations and/or Care Center Account Management experience, managing digital subscription.
Must be an avid Fantasy player who understands and has experience with season-long Fantasy, daily Fantasy and pick’em style games (e.g. brackets, office pools, etc.) on desktop and mobile.
Work well under pressure, professional demeanor, strong communication, interpersonal and cross functional team skills with proven ability to work in a fast-paced, self-directed environment. Have flexible hours as demanded by each event and/or campaign.
Strong ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
Experience with hands on management in a high volume, full service (call, social, email, chat) customer service operations supporting issues related to subscription business models and digital products (account management, billing, retention, service related issues).
Ability to modify and refine service plans and operational practices to meet changing customer requirements or process improvements.
Expertise in forecasting, analyzing and reporting on financial performance and other KPIs.
You might also have –
Expertise with Salesforce
Experience with a digital subscription sports product, particularly Fantasy Sports is strongly preferred (inbound acquisition, retention, prospect/sales and technical knowledge).
Experience with profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover.
Skilled in defining service requirements and translating into specific service plans.