Customer Experience Manager

3 weeks ago


Atlanta, Georgia, United States UP Entertainment Full time
Job Summary

We are seeking a highly experienced and skilled Customer Experience Manager to lead our customer service team at UP Entertainment. As a key member of our team, you will be responsible for delivering exceptional customer experiences through strategic planning, process optimization, and team leadership.

About the Role

The Customer Experience Manager will oversee technical and customer service support for our subscribers and viewers across various platforms. This role requires strong analytical skills to identify issues and develop innovative solutions, as well as excellent communication skills to effectively collaborate with cross-functional teams.

Key Responsibilities
  • Oversee technical and customer service support for subscribers and viewers
  • Troubleshoot and assist with identifying and eliminating root causes of customer issues
  • Lead initiatives to improve the overall customer experience and drive growth through enhanced service and higher customer satisfaction levels
  • Manage and improve performance metrics, including resolution times, satisfaction surveys, and team efficiency
Requirements
  • Bachelor's degree or equivalent from a four-year college or university
  • 10-15 years of professional experience in customer service leadership, with a minimum of 5 years in a leadership capacity
  • Prior experience in the entertainment industry is a plus
  • Exceptional written and oral communication skills
  • Strong analytical skills and ability to identify issues and develop innovative solutions
  • Experience working with cross-functional teams and leading multiple projects simultaneously

Salary Range: $80,000 - $110,000 per year, depending on experience

This is a hybrid job role, with a combination of telecommuting workdays and in-office workdays.



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