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Director Media Customer Operations
Akamai
Santa Clara, CA, United States
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About the Job
Are you the kind of person that is a driven and results-oriented… and loves to represent customers’ needs back into the business that serves them? If so, we have an opening for you! Here is an opportunity to work with our Media team to plan, communicate, execute, and deliver our major projects, initiatives, and custom solutions. In this role, you will represent customer needs back into the organizations responsible for deployment on Akamai's Global Network and on the sites of the top media and entertainment companies in the world.
About the Team
The Media team is responsible for the definition and development of the offerings that deliver, store, and manage digital media and website content via the Akamai network. This includes developing and maintaining Akamai’s industry-leading products that are an integral part of Akamai's globally distributed network of EdgeServers that deliver media content for major customers and events.
Position Overview
The Director, Media Customer Operations will be responsible for leading a global problem solving and project leadership team. This role requires partnering with a diverse and global mix of customers, account teams, product, and marketing leaders in order to deliver an exceptional Akamai customer experience. The goal of this team is to create strategic value for our customers resulting in long-term relationships and achievement of key customer-facing initiatives related to retention and custom efforts for our largest Media accounts, customer loyalty, customer migrations, and divisional quality projects across the portfolio.
The Director of Customer Operations will have extensive people management responsibilities (both direct and indirect) and will oversee the implementation of operational best practices and objectives across multiple groups. This position will require strong acumen in a variety of mission critical business and planning functions, and the leader will understand the Akamai portfolio and manage improvement of operational quality and efficiencies to ensure company and divisional objectives are exceeded.
Responsibilities
• Support customer relations, customer impacting product plans and cross-divisional project management on multiple customer-impacting initiatives
• Manage multiple projects that align internally and to customer facing milestones, including bespoke custom engagements with strategic customers
• Drive initiatives that will materially improve customer satisfaction and loyalty
• Identify and manage process changes, enhancements and modifications for improved business efficiencies and customer experience
• Communicate opportunities, changes and modifications with organizational and division leaders
• Responsible for measuring, reporting and driving improvements of quality and customer satisfaction
• Coach and mentor teams to listen to the customer, relentlessly drive issue resolution, escalate within the organization until full ownership and accountability are obtained in order to provide the best customer experience possible
Basic Qualifications
∗ Education: Bachelor’s Degree required
∗ Minimum 7+ years demonstrated leadership and vision in managing staff, groups and major projects
∗ Minimum of 10 years of project management experience
∗ Excellent leader with proven success in building and managing teams
∗ Ability to form strong relationships with customers and diverse internal functions
∗ Excel in a fast paced, community environment
Desired Qualifications
• Education: MBA degree
∗ Strong verbal, analytical, organizational, writing and presentation skills; experience with executive-facing communications highly desired
• Experience with Voice of the Customer, strategic accounts management, and/or customer deployment/projects highly desired
• High sense of urgency and flexibility
• Creative (complex) problem solving
• Process and solutions oriented approach with proven ability to architect and implement processes and best practices
• Strong multi-tasking skills
Other Information
*Is relocation available for this position: No
*Is US Citizenship required: No
*Is a Security Clearance Required: No
If yes, applicants selected will be subject to a government security investigation & must meet eligibility requirements for access to classified information.