Customer Care Operations Manager

7 days ago

Doral, Florida, United States Canela Media Full time

About Canela Media

Canela Media is a leading media and entertainment company in the United States and Latin America, specializing in OTT properties such as Canela.TV, Canela Music, and Canela Kids. As a true start-up founded in 2019, we are backed by reputable investment groups and recognized as one of the world's most innovative companies.

Job Summary

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.

Key Responsibilities

  • Develop and Implement Customer Care Strategies

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

Lead and manage the customer care team, including hiring, training, and performance management.

Establish and Monitor Key Performance Indicators

Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer service operations and identify areas for improvement.

Oversee Complex Customer Issues

Oversee the resolution of complex and escalated customer issues, ensuring timely and satisfactory resolution.

Collaborate with Other Departments

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

Implement and optimize customer service tools, technologies, and processes to improve efficiency and service quality.

Analyze Customer Feedback and Metrics

Analyze customer feedback and service metrics to drive continuous improvement and innovation.

Manage the Customer Care Budget

Develop and manage the customer care budget, ensuring resources are allocated effectively.

Stay Informed about Industry Trends

Stay informed about industry trends and best practices to keep our customer care operations at the forefront of the industry.

Work Across the Company

Work across the company on initiatives that impact all customer touchpoints, including Social Media, Direct to Consumer applications, and Partners.

Qualifications

  • Education

Bachelor's degree in Computer Science, Management Information Systems, Business Administration, Management, or a related field; MBA or equivalent advanced degree preferred.

Language Skills

Fluent in Spanish and English is required.

Experience

Proven experience (7+ years) in a senior customer service or customer care leadership role, preferably within the OTT streaming or media industry.

Leadership Skills

Exceptional leadership and team management skills, with a track record of building and motivating high-performing teams.

Communication and Analytical Skills

Excellent communication, problem-solving, and analytical skills.

Ability to Manage Multiple Priorities

Ability to manage multiple priorities and work in a fast-paced, dynamic environment.

Technical Skills

Experience with CRM systems, customer support platforms, and data analysis tools.

Knowledge of OTT Streaming Technologies

Knowledge of OTT streaming technologies and trends is highly desirable.

Project Management Methodologies

Strong knowledge of Project Management methodologies; Agile Scrum is preferred.

Nice to Have

  • Technical Skills

Strong knowledge of Jira.

Technical Skills

Technical skills: HTML, JavaScript, Postman, SQL.

Cloud Infrastructure

Experience with cloud infrastructure: AWS, GCP.

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