Sirius XM Radio Inc. Manager, Compliance & Customer Satisfaction in Washington, District Of Columbia

Requisition ID

18-301

Job Title

Manager, Compliance & Customer Satisfaction

Location

District Of Columbia

Schedule

Full-time

Type of Position

Regular

Job Description

Location: Washington, DC

Position Summary:

The Compliance & Consumer Advocacy Program Manager will split time between managing compliance programs for Care and Sales Operations and managing the Customer Satisfaction Survey.

Duties and Responsibilities:

Compliance

  • Supports SiriusXM by policy enforcement and program planning for compliance related initiatives which include Conditional Elements of Offer Presentation, Do Not Call Policy and required disclosures at point of sale.

  • Ensures agents and departments are complying with the rules and regulations the company upholds.

  • Monitors and reports program performance, as well as error reduction.

  • Identifies and recommends new ideas, technologies, or processes for improvement.

  • Owns development and implementation of new disclosures.

  • Works hand in hand with the frontline and business to ensure agents are trained, scripts/systems are properly updated and processes are properly audited.

  • Documents and implements additional controls for each program.

Customer Satisfaction Survey

  • Manages Customer Satisfaction Survey program, as well as updates accompanying metrics, reports and dashboards.

  • Designs survey questions to obtain learning on key business topics.

  • Evaluates overall Customer Satisfaction Survey process and recommend improvements.

  • Identifies root cause from survey responses and develop improvement opportunities.

  • Ensures vendors are meeting contracted goals.

Supervisory Responsibilities:

  • None.

Minimum Qualifications:

  • Bachelor's degree preferably in business, compliance, program/project management or related subject or equivalent, relevant experience.

  • 5 years of experience in a larger corporate environment 2+ years prior experience in Program Management, Project Management or Compliance field.

  • Prior experience in Program Management, Project Management or Compliance, a plus.

  • Prior experience with Customer Satisfaction Surveys a Plus.

  • Experience in customer service/sales call center or equivalent providing support for call center programs and projects a plus.

Requirements and General Skills:

  • Organizational skills critical and ability to document process and procedures.

  • Good public speaking and presentation skills.

  • Interpersonal skills and ability to interact and work with staff at all levels.

  • Excellent written and verbal communication skills.

  • Ability to work independently and in a team environment.

  • Ability to pay attention to details and be organized.

  • Ability to project professionalism over the phone and in person.

  • Commitment to "internal client" and customer service principles.

  • Willingness to take initiative and to follow through on projects.

  • Spelling, grammar, proofreading and editing skills.

  • Creative writing ability.

  • Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.

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

Technical Skills:

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

Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.

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.