Resumen del trabajo:
esta función colaborará de manera interfuncional con toda la organización de Disney Streaming Service, así como con los grupos y partes interesadas de las unidades comerciales de The Walt Disney Company, incluida Hulu. El Gerente de Servicio al Cliente liderará las iniciativas de servicio para respaldar la implementación global y el soporte del producto Star de Disney a nivel internacional. El candidato seleccionado aportará experiencia en la gestión de una operación de servicio al cliente para una marca de medios digitales y un espíritu emprendedor para contribuir al despliegue global de la plataforma de transmisión Star.
Responsabilidades:
ROLLOUTA DE EXPERIENCIA DEL CLIENTE Ayudar a los equipos de GTM con el lanzamiento del producto Star estableciendo principios operativos, estándares y políticas de servicio al cliente.
Servir de enlace con los equipos de The Walt Disney Company en todo el mundo para definir los requisitos del mercado y garantizar que las mejores prácticas se implementen con una mentalidad global y una ejecución local.
CUSTOMER EXPERIENCE MANAGEMENTBuild effective working relationships with external contact center vendors as well as the full Disney Streaming Services Customer Experience team
Partner with the various Walt Disney Company business units in the development of new Customer facing processes or services.
Audit contact center agent interactions with customers, identifying opportunities for improvement, and developing and executing plans for improvement
Research customer issues associated with billing, account management, entitlements, utilizing internal tools and other resources to identify solutions
Help establish protocols and best practices for communicating with customers over voice, live chat, email, SMS, and social channels
Help audit and troubleshoot product issues, providing escalations to product and engineering teams as necessary
Assist in the creation of and execution of training for internal and external contact center agents and other trainers, as necessary
BUSINESS OPERATIONSProject management of initiatives including establishing project plan, tracking progress, and documenting milestones
Implementation and documentation of business processes across multiple stakeholders
Translate policies and key decisions to executive memos and process documentation to support a number of functions including customer service, legal, finance and marketing
Other duties as assigned & as necessary to support a growing operation & product launch schedule
Basic Qualifications:
At least 5 years of Customer Service Experience and leadership
Vendor Management Experience
Impeccable communication and organization
Excellent time management and multi-tasking skills
Ability to perform above expectations in a fast paced and dynamic environment
A history of motivating both individuals and teams to achieve results
Availability to work irregular hours including holidays, nights, and weekends
Ability to create strong relationships at multiple levels, internally and externally
Experience with a Subscription-based product or service
Teamwork, especially as an expert at getting things done, all with a positive attitude
Descuido e ingenio, sin miedo a ensuciarse las manos y el impulso de ser el primero en abordar un problema.
Conocimiento para anticipar una amplia gama de necesidades y oportunidades futuras y facilitar el desarrollo de soluciones complejas
Excelentes habilidades de gestión de personas, incluida la capacidad de influir en una amplia gama de audiencias
Automotivación, alta energía, tenacidad
To apply for this job please visit www.bamtechmedia.com.
