Sr. Manager, Consumer Support
Welcome to NBCUniversal Media, where our mission is to entertain, inform, and inspire our audience with the best content across all platforms. We are currently seeking a highly motivated and experienced Sr. Manager of Consumer Support to join our team. In this role, you will lead a team responsible for providing exceptional customer service and technical support to our consumers across various NBCUniversal properties. The ideal candidate will have a strong background in customer support management, excellent communication skills, and a passion for delivering exceptional service. If you are a dynamic leader with a customer-centric mindset, we invite you to apply for this exciting opportunity.
- Lead a team of consumer support representatives, providing guidance, training, and support to ensure exceptional customer service delivery.
- Develop and implement strategies to improve customer satisfaction and retention rates.
- Monitor and analyze customer service metrics, identifying areas for improvement and implementing corrective actions.
- Collaborate with cross-functional teams to resolve complex customer issues and escalations.
- Develop and maintain standard operating procedures for the consumer support team.
- Stay up-to-date with industry trends and customer needs, making recommendations for process and service improvements.
- Manage and maintain relationships with external vendors and partners involved in consumer support.
- Oversee the hiring, onboarding, and performance management of consumer support team members.
- Communicate with upper management on the performance and progress of the consumer support team.
- Ensure compliance with company policies and procedures, as well as industry regulations, in all consumer support activities.
- Foster a positive and collaborative team culture, promoting a customer-centric mindset.
- Handle escalated customer issues and complaints, providing timely and effective resolution.
- Continuously strive to enhance the consumer support experience and maintain NBCUniversal's high standards of service.
- Train and educate team members on new products, services, and processes to ensure a high level of product knowledge and expertise.
- Act as a key point of contact for internal stakeholders, providing regular updates on consumer support operations and initiatives.
Extensive Experience In Customer Support: A Sr. Manager, Consumer Support At Nbcuniversal Media Should Have At Least 5-7 Years Of Experience In Managing And Leading Consumer Support Teams. This Includes Experience In Handling High Volume Calls, Emails, And Social Media Interactions.
Excellent Communication Skills: As A Senior Manager, The Individual Should Have Exceptional Communication Skills, Both Verbal And Written. They Should Be Able To Effectively Communicate With Customers, Team Members, And Other Stakeholders.
Strong Leadership Abilities: The Ideal Candidate Should Have A Proven Track Record Of Successfully Managing And Leading Teams. They Should Be Able To Motivate And Inspire Team Members To Provide Exceptional Customer Service And Achieve Goals.
Knowledge Of Consumer Technology: Nbcuniversal Media Deals With A Wide Range Of Consumer Technology Products, Including Streaming Services, Tv Networks, And Digital Platforms. The Sr. Manager Should Have A Deep Understanding Of These Products And Be Able To Troubleshoot Technical Issues.
Bachelor's Degree In Business, Marketing, Or A Related Field: A Sr. Manager, Consumer Support Should Have A Bachelor's Degree In A Relevant Field, Such As Business, Marketing, Or Communications. A Master's Degree In A Related Field Is Preferred. Additionally, Certifications In Customer Service Or Project Management Are A Plus.
Project Management
Data Analysis
Communication
Time Management
Budget management
Conflict Resolution
customer service
Team Leadership
Training and Development
Strategic Thinking
Problem-Solving
Performance evaluation
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Attention to detail
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Sr. Manager, Consumer Support in Orlando, FL, USA is $76,000 - $97,000 per year. However, this can vary depending on factors such as the specific company, the individual's level of experience, and the benefits offered.
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NBCUniversal Media, LLC, or NBCUniversal, is an American worldwide mass media conglomerate owned by Comcast and headquartered at Rockefeller Plaza's Comcast Building in Midtown Manhattan, New York City.
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