Sirius XM Radio Inc. Manager, Customer Care - Automatic Labs in San Francisco, California

Requisition ID

18-1121

Job Title

Manager, Customer Care - Automatic Labs

Location

California

Schedule

Full-time

Type of Position

Regular

Job Description

Location: San Francisco, CA

Position Summary:

The Customer Care Manager works to ensure the satisfaction of Automatic's user base both pre and post sale. We're looking for someone who flourishes in solving problems, making customers happy, managing a team and working in a highly collaborative environment. You may be a phenomenal match if you're driven to help people, are an excellent communicator, have experience leading a team and have the ability to dive deep into new products and programs to learn them inside and out. Bonus points for those passionate about IoT and cars!

Duties and Responsibilities:

  • Manage customer care function and team on a day-to-day basis. Assign work, establish priorities and provide general and technical guidance to team members. Establish weekly team meetings and 1-on-1s to ensure effective communication. Prepare and conduct performance evaluations.

  • Drive exceptional customer satisfaction. Document, escalate and follow through with customer queries and issues. Create, revise, update and publish internal and public facing customer documentation across both enterprise and consumer channels.

  • Represent the voice of the customer by providing internal feedback on how our products can better serve customers and address their pain points. Identify and evaluate trends and possible problems through customer tickets. Work closely with product and engineering to identify and track feature requests and bugs.

  • Oversee enterprise support programs including product-related questions, fulfillment, technical support and bugs. Support Enterprise Relationship Manager(s) in representing customer care in management of those partner relationships. Participate in RFPs and in designing the delivery of new enterprise support services and metrics

  • Manage the gathering, preparation and presentation of monthly, quarterly and annual reports/benchmarking relevant to:

  • Customer feedback, trends & satisfaction,

  • Online reviews and,

  • KPIs around team efficiency and effectiveness.

  • Effectively analyze reporting to include identification of strengths and/or areas of concern. Communicate relevant data to the leadership team on a monthly basis; propose recommended changes or problem resolution as required. Review reporting on an on-going basis and recommend improvements to data presentation and analytics as needed.

  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific needs.

  • Foster a healthy, motivated, and collaborative culture while demonstrating and cultivating a strong customer care ethic among team members. Support team members in their professional development and growth.

  • Understand the changing needs of the business and customer care's changing role in supporting both internal and external stakeholders on key issues.

  • Undertake special projects and reports as requested.

  • Support the team in resolving routine business and customer satisfaction problems, as well as serving as the point of contract for escalations/complaints.

Supervisory Responsibilities:

  • Responsible for managing the customer care team.

Minimum Qualifications:

  • Bachelor's degree or equivalent, relevant experience.

  • 5+ years of customer care experience, preferably at a technology company.

  • 4+ years of management experience in a customer service setting including building/growing a team and effectively managing team and individual performance.

Requirements and General Skills:

  • Demonstrated ability to set priorities to include establishing and achieving individual and team goals for quality, timeliness, and volume of tickets handled.

  • Exceptional verbal and written communication skills, whether communicating with high-value customers or to work more effectively across teams. Strong listening skills. Ability to communicate in a professional, friendly and effective manner.

  • Highly motivated and resourceful, with the ability to prioritize and manage multiple and very different tasks. Ability to partner and work successfully in a cross-functional capacity across multiple business functions of an organization to collaboratively identify and solve problems.

  • Metrics and analytics driven. Ability to identify and deliver on tool and process improvements to enhance efficiency. Knowledge and experience of developing best practices and processes in support.

  • Ideal candidates are self-starters with a proven track record of success creating programs that drive customer satisfaction results. Player-coach mentality with willingness to assist the team during peak periods.

  • A true passion for customers and customer care with strong empathy for customers. Interest in joining a fast-growing team and having a big impact on the success of the product and company.

  • Must have legal right to work in the U.S.

Technical Skills:

  • Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).

  • Experience with Zendesk and Salesforce a plus.

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.

Company EEO Statement

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.