112 Associate Manager, Customer Care Jobs in New York, NY
ESPN is Hiring an Associate Manager, Customer Care Near New York, NY
Departmental Summary:Customer Care is an enthusiastic, dynamic organization within ESPN, providing our fans with world- class customer care by engaging them with our products, services and offers. Customer Care is spearheading the company’s relationship with our fans, building high quality, long-lasting relationships. As we accelerate our streaming and gaming business, Customer Care plays an essential role in supporting viewers, subscribers, fans and more… as they learn about ESPN.
Responsibilities:
- Process all onboarding (and offboarding) of 3rd party/BPO hired care agents in Disney proprietary systems
- Supports the managers in tracking the performance of all live workforce agents, supporting coaching when performance is low, and to show example, when performance is strong.
- Manage all new hire post-training quality audits and system efficiencies.
- Continuously evaluate existing processes and procedures to streamline workflows, enhance efficiency, and optimize the customer service experience.
- Assist in the communication processes that are published on all internal platforms, as needed
- Partner with Training, QA and CSAT teams to identify ongoing agent productivity and efficiency opportunities for improvement.
- Analyze CSAT reviews and take actionable steps to improve the overall fan experience.
- Minimum 1 year of experience in a customer support, product, or marketing role
- Ability to quickly diagnose process issues and implement changes.
- Strong executional mindset and ready to take on tasks as needed
- Strong multi-tasker and able to prioritize business needs to meet deadlines
- Analytical mindset and ready to innovate
- Strong entertainment industry knowledge, preferably in sports
- Curiosity and passion for understanding the “why” underneath the surface
- Growth mindset, future-forward, ready to invent what’s next
- Bachelor’s degree or equivalent in Marketing, Business, or a related field
Job Summary
Full Time
Television & Broadcasting
$82k-107k (estimate)
07/03/2024
08/01/2024
espnpressroom.com
FORESTVILLE, CT
1,000 - 3,000
1982
JOHN D SKIPPER
$500M - $1B
Television & Broadcasting
Related Companies
The following is the career advancement route for Associate Manager, Customer Care positions, which can be used as a reference in future career path planning. As an Associate Manager, Customer Care, it can be promoted into senior positions as a Customer Service Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Associate Manager, Customer Care. You can explore the career advancement for an Associate Manager, Customer Care below and select your interested title to get hiring information.
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