Associate Manager, Customer Experience, News Digital

Job Description

Responsibilities

We're looking for an experienced Customer Experience Associate Manager to grow and optimize our multi-channel support (with focus on Chat and Phones) and ensure that we are delivering the best possible service to our digital subscription customers. Reporting to the Director of Customer Experience, this new role will become our team's subject matter expert on Chat and Phone support. The ideal candidate has 3+ years of past experience successfully scaling and training a customer support team in a collaborative, fast-paced environment. If you are a detail-obsessed CX leader who is excited to roll up your sleeves to identify problems, look for opportunities, and execute solutions that have direct impact on business goals, this may be the perfect role for you.

What you'll do:
• Manage day-to-day customer support operations, which includes maintaining KPIs, QA'ing and coaching agent/customer interactions on Chat, Phone, Messaging, and other channels of communication.
• Manage the offshore Customer Care team with focus on CNBC digital subscription business (CNBC Pro and CNBC Investing Club) by answering questions, writing and updating macros and KBs, building new processes and improving existing processes, overseeing staffing/scheduling coverage, and leading biweekly calibration sessions.
• Partner with Marketing, Product, and other teams within the organization to ensure all agents are kept up-to-date on digital product enhancements, deliverables, and competitive intelligence – and be able to translate these changes into customer-friendly scripts and conversation flow for agents as well as chatbots.
• Closely monitor the queue for all channels of support to ensure that every call/chat/ticket is handled with care and attention
• Analyze chat logs, user feedback, and customer journey data to identify, recommend, and drive improvements to increase the effectiveness of agent communication.
• Drive innovation and program expectations with industry best practices as a benchmark
• Constant ''dogfooding'' of our digital products to deeply understand customer experience and potential UX issues
• Work closely with the CX Ops manager to solve problems together, leverage existing tools to improve efficiency, and ensure that all processes are aligned across different arms of the CX team

Qualifications

Required Skills & Experience:
• Passion for understanding and improving customer experience
• 3+ years experience training and managing customer support agents, at least 2 years leading Chat/Phone support, preferably in a global organization
• 1+ year experience with virtual assistant/chatbot experience: building, sustaining, improving conversational AI products, designing chatbot content/dialog
• Clear and effective communication skills, both written and verbal
• Maintain cooperative and productive relationships with internal teams
• Willingness to learn and experiment with new technology
• Knowledge of customer service principles and practices
• Excellent organization skills and a high attention to detail
• Coaching, mentoring and motivational skills
• Strong leadership and people management skills
• Must submit an attestation disclosing your COVID-19 vaccination status and, if partially or fully vaccinated, submitting your vaccination record no later than 7 days following commencement of employment.
• Must be fully vaccinated against COVID-19 at the commencement of employment or adhere to enhanced protocols if Company determines your job position requires accessing an NBCUniversal worksite.
• Must be willing to adhere to all Company COVID-19 workplace safety policies and protocols.

Preferred Skills
• Experience working in subscription business
• Experience with Zendesk
• Experience with Piano and Braintree Payment
• Experience managing an offshore customer support team

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations in the US by calling 1-818-777-4107 and in the UK by calling +44 2036185726.

Jobcode: Reference SBJ-r000y8-18-220-160-216-42 in your application.