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Director, Customer Care, Direct-to-Consumer

2 months ago

Miami, United States Canela Media Full time

Canela Media (www.canelamedia.com) is the fastest-growing Latina-founded media and entertainment company in the United States and Latin America with OTT properties including Canela.TV, Canela Music and Canela Kids. The company is a true start-up, founded in 2019 and backed by the most reputable investment groups in the world. Most recently on Fast Company’s Annual List of the World's Most Innovative Companies for 2023.


Position Overview:

We are seeking an experienced and visionary Director of Customer Care to lead our customer service department. In this role, you will oversee the development and execution of customer support strategies, manage a high-performing team, and ensure that our viewers receive outstanding service. You will play a crucial role in enhancing customer satisfaction, driving loyalty, and supporting our growth in a competitive OTT landscape.

This role follows a Hybrid work schedule and requires two (2) days in the office each week, and whenever business needs require.


Key Responsibilities:

  • Develop and implement customer care strategies and initiatives that align with company goals and enhance the overall customer experience.
  • Lead and manage the customer care team, including hiring, training, and performance management.
  • Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer service operations and identify areas for improvement.
  • Oversee the resolution of complex and escalated customer issues, ensuring timely and satisfactory resolution.
  • Collaborate with other departments (e.g., Product, Technology, Marketing) to address customer feedback, improve service delivery, and influence product development.
  • Implement and optimize customer service tools, technologies, and processes to improve efficiency and service quality.
  • Analyze customer feedback and service metrics to drive continuous improvement and innovation.
  • Develop and manage the customer care budget, ensuring resources are allocated effectively.
  • Stay informed about industry trends and best practices to keep our customer care operations at the forefront of the industry.
  • Work across the company on initiatives that impact all customer touchpoints including Social Media, Direct to Consumer applications, and Partners.


Qualifications:

  • Bachelor’s degree in Computer Science, Management Information Systems, Business Administration, Management, or a related field; MBA or equivalent advanced degree preferred.
  • Fluent in Spanish and English is required.
  • Proven experience (7+ years) in a senior customer service or customer care leadership role, preferably within the OTT streaming or media industry.
  • Strong understanding of customer service principles, practices, and technologies specific to the OTT sector.
  • Prior leadership experience in a media company
  • Prior experience supporting Rewards and/or customer retention programs is highly desired
  • Exceptional leadership and team management skills, with a track record of building and motivating high-performing teams.
  • Excellent communication, problem-solving, and analytical skills.
  • Ability to manage multiple priorities and work in a fast-paced, dynamic environment.
  • Experience with CRM systems, customer support platforms, and data analysis tools.
  • Knowledge of OTT streaming technologies and trends is highly desirable.
  • Strong knowledge of Project Management methodologies; Agile Scrum is preferred


Nice to Have:

  • Strong knowledge of Jira
  • Technical skills: HTML, JavaScript, Postman, SQL
  • Experience with cloud infrastructure: AWS, GCP