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Technical Operations Manager
1 month ago
About the Role
Audacy is seeking a highly skilled Technical Operations Manager to join our team. As a Technical Operations Manager, you will be responsible for leading a technical managed services support team, providing world-class customer experience to Audacy's internal and external customers.
Key Responsibilities
- Drive the overall Technical Support strategy, including staffing, tools, and processes to ensure best-in-class customer satisfaction across all support channels.
- Triage and debug audio product issues affecting listeners and clients, including Audacy Mobile App, Smart Speaker & Voice Assistant Integrations, Connected Automotive, and Web Player.
- Maintain customer satisfaction and internal quality levels at, or above, stated objectives and communicate performance and progress to the team and management.
- Ensure productivity goals for the team are clearly understood, monitored, and achieved to maintain appropriate customer satisfaction and staffing.
- Coordinate with product teams, QA, engineering, and vendors to drive resolution efforts.
- Provide effective reporting to peers and management on KPIs, key objectives, and measures.
- Analyze and report on top customer trends to identify opportunities for training, process, or product improvement.
- Work closely with other internal departments, BPO teams, and vendors to collaborate support requirements.
Requirements
- Flexibility and willingness to work in a 24x7 operations environment.
- Advanced knowledge of incident, problem, and change management.
- Ability to provide technical guidance and information in layman's terms to non-technical listeners.
- Experience developing and delivering reports through spreadsheets or BI tools.
- Experience in Zendesk, Freshdesk, Service Now, Jira, or other CX and ITSM tools.
- 3+ years in a technical operations center (TOC), network operations center (NOC), or security operations center (SOC) environment.
- Working knowledge of Microsoft Word, Excel, Google Docs, and JIRA (Confluence).
- Practical hands-on experience monitoring and responding to events in cloud-based environments such as Microsoft Azure and Amazon Web Services (AWS).
- Ability to troubleshoot and resolve technical issues.
About Audacy
Audacy is a leading multi-platform audio content and entertainment company that connects with 200 million consumers. We are committed to providing world-class customer experience and are seeking a highly skilled Technical Operations Manager to join our team.
