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Director, Customer Service Strategy & Operations (Vendor Management)
Entertainment & Media Industry Company
Manchester, NH, United States
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** This position can be located in either Manchester, NH or Chelmsford, MA. **
Job Summary:
Responsible for supporting operations for the 3rd party Customer Service group in multiple tasks to help drive efficiencies and cost savings by assisting in developing, analyzing, and interpreting performance, project cost, and subscriber activity to increase effectiveness of departmental projects. This position will have 2 Sr. Manager level direct reports.
Core Responsibilities:
• Provides customer service leadership with regard to all facets of operations analysis and performance management.
• Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations.
• Tracks, analyzes, reports and manages to performance data on key departmental initiatives.
• Partners with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan.
• Develops service policies, programs, and systems to support strategic direction.
• Monitors the expense process; establishes budgets and constraints to assure expense goals are met.
• Develops and fosters relationships with 3rd party leadership.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification:
• Able and willing to travel up to 50% internationally; must be able to obtain a U.S. Passport within 45 days of accepting this position.
• 5+ years of management experience in an operations or call center environment preferred.
• 4+ years of experience supporting outsource vendors by providing training, systems support and operations support preferred.
• Ability to perform cross functionally in a heavily matrixed organization.
• Bachelor's Degree or Equivalent.
• Generally requires 10+ years related experience.
Company is an EOE/Veterans/Disabled/LGBT employer