Manager, Affiliate Customer Service Product & Operations

Job Description

Oversees the development life cycle of the customer service products to ensure they meet the stakeholders' needs. Manages any backlog of system enhancements. Assists customer service leadership with determining workforce optimization strategies.

LOCATION
Nashville, TN office. BMI has transitioned back to working in the office on a regular hybrid schedule. At present, most team members are expected in the office three (3) days a week. Decisions regarding future transitions will take place in phases as BMI continues to closely monitor COVID-19 as employee safety is our priority

FUNCTIONS OF THE JOB
Essential Functions: representative but not all inclusive of those commonly associated with this position.

Customer Service Product Management:
• Develops and executes product strategy to enhance customer experience and streamline service operations, including, but not limited to, telephony, ticketing, CRM and affiliate self-service tools.
• Collaborates with team members across Customer Service to understand and anticipate their needs and translate them into product requirements.
• Responsible for change management of core customer service information systems to include telephony, ticketing, CRM and affiliate self-service tools.
• Manages the system enhancement backlog and prioritizes them based on changing requirements.
• Collaborates with the Information Technology team and end-users to troubleshoot, resolve issues, and to deliver updates.
• Acts as a customer advocate, gathering and analyzing customer feedback to drive improvements in operations, processes, and products.

Customer Service Operations:
• Manages and executes the implementation and configuration for core customer service information systems, including telephony, ticketing, and CRM.
• Optimizes customer service operations by identifying areas for process improvement, implementing best practices, and ensuring resource allocation is efficient.
• Communicates system updates, system health and any outstanding issues.
• Develops, tracks and analyzes Key Performance Indicators, identifies trends, and develops recommendations to evaluate and improve team performance.
• Assists team leadership with forecasting staffing requirements.
• Other duties as assigned.
• Regular attendance.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

SUPERVISORY RESPONSIBILITIES
Directly supervises departmental team members. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.Responsibilities include interviewing, hiring and training employees; planning, assigning, directing and ensuring reliability of work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

POSITION QUALIFICATION REQUIREMENTS
Education: Bachelor's degree in business, computer science, or a related field preferred.
Experience: Minimum 2 years of contact center operations, including implementation, configuration, and troubleshooting customer service technologies such as telephony and CRM.

SKILLS AND ABILITIES
Which may be representative but not all inclusive of those commonly associated with this position.
• Proven track record of agile product development (e.g. business requirements, sprints).
• Ability to leverage computerized systems and to develop and maintain Key Performance Indicators (KPIs) to measure and improve performance.
• Strong project management skills.
• Knowledge of Five9 and MS Dynamics preferred.
• Music industry experience preferred
• Proficient in Microsoft Office Suite; SQL preferred.
• Excellent communication and collaboration skills.
• Ability to work independently and as part of a team.
• Ability to think strategically and make sound decisions.
• Ability to manage multiple projects simultaneously.
• Strong analytical and problem-solving skills
• Strong oral and written communication and presentation skills.

SALARY RANGE
The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below.

WHAT WE GIVE TO YOU:
• Health, dental, and vision insurance
• 401K with employer match
• Flexible spending accounts
• Paid vacation and paid sick/personal time
• 12 paid calendar holidays
• Paid volunteer time off
• Summer hours that offer more time for fun in the sun
• Company paid life insurance
• Up to 12 weeks paid parental leave
• Tuition assistance for qualified team members
• Commuter benefits (New York)
• Amazing and engaging culture
• Employee Resource Groups

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran's or marital status, disability, or any other cultural factor

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Jobcode: Reference SBJ-gxjk5j-18-188-241-82-42 in your application.