Senior Vice President, Customer Care

Job Description

Paramount+, a direct-to-consumer digital subscription video on-demand and live streaming service from Paramount Global, combines live sports, breaking news, and a mountain of entertainment. The premium streaming service features an expansive library of original series, hit shows and popular movies across every genre from world-renowned brands and production studios, including BET, CBS, Comedy Central, MTV, Nickelodeon, Paramount Pictures and the Smithsonian Channel. The service is also the streaming home to unmatched sports programming, including every CBS Sports event, from golf to football to basketball and more, plus exclusive streaming rights for major sports properties, including some of the world's biggest and most popular soccer leagues. Paramount+ also enables subscribers to stream local CBS stations live across the US in addition to the ability to stream Paramount Streaming's other live channels: CBSN for 24/7 news, CBS Sports HQ for sports news and analysis, and ET Live for entertainment coverage.

The Senior Vice President, Customer Care, will directly oversee global customer care operations for multiple business units including Paramount+, BET+, Noggin, Paramount Global portfolio of sites and app supporting a variety of consumer use cases and support models including phone, email, chat, help center and social!
Overview and Responsibilities:
• Provide strategic direction, guidance and mentoring to functional area leaders
• Ensure cross-business performance of goals and objectives
• Implement contact center and call center standard methodologies and monitor key performance metrics
• Deliver achievement of performance metric goals and service level targets daily, weekly, Monthly, quarterly, and annually
• Identify areas of inefficiency, develop strategies for growth, and drive resources to implement initiatives forward
• Establish performance benchmarks and facilitate a culture of continuous improvement
• Serve as a key point of contact for both internal and external partners, including executive level
• Lead all aspects of hiring, onboarding, training, ongoing staff development, and workforce management to drive high levels of efficiency and employee engagement
• Responsible for the annual budgeting and forecasting process and its tracking to ensure expense targets are met
• Cultivate relationship with multiple BPOs
• Lead the customer care technology strategy and define and complete the vision for a future in which the organization is highly scalable and agile

Basic Qualifications:
• Bachelor's Degree or equivalent experience
• 15+ years customer service experience
• 10+ years developing teams
• 5+ years mentoring leaders

Additional Qualifications:
• 5+ years of senior leadership experience in a large contact center environment is highly preferred
• Experience collaborating in a Salesforce Service Cloud environment
• Experience navigating Voice, Email, social media and Chat customer care channels
• Traditional record of implementing customer-focused quality improvement initiatives
• Direct experience with implementing technology transformation initiatives
• Project management experience preferred
• Exemplary problem-solving skills, identifying root cause and solutions through a high level of reasoning skills
• Ability to thrive and excel in a fast-paced environment with changing priorities
• Working knowledge of Microsoft Office, including Microsoft Word, Excel, Outlook, and PowerPoint

ADDITIONAL INFORMATION

Hiring Salary Range: $225,000.00 - 300,000.00.

The hiring salary range for this position applies to New York City, California, Colorado, Washington state, and most other geographies. Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage, disability benefits, tuition assistance program and PTO or, if applicable, as otherwise dictated by the appropriate Collective Bargaining Agreement. This position is bonus eligible.

Paramount is an equal opportunity employer (EOE) including disability/vet.

Jobcode: Reference SBJ-ro697p-3-15-156-140-42 in your application.