Dir - Customer Service, Internal Support & Process

Job Description

AMC Networks is home to many of the greatest stories and characters in TV and film and the premier destination for passionate and engaged fan communities around the world.

We create and curate celebrated series and films across distinct brands and make them available to audiences everywhere. Our portfolio includes targeted streaming services AMC , Acorn TV, Shudder, Sundance Now, ALLBLK and HIDIVE; cable networks AMC, BBC AMERICA, IFC, Sundance TV and WE tv; and film distribution labels IFC Films and RLJE Films. The company also operates AMC Studios, our in-house studio, production, and distribution operation behind acclaimed and fan-favorite originals including The Walking Dead Universe and the Anne Rice Immortal Universe, and AMC Networks International, our international programming business.

We are currently seeking a Director - Customer Service, Internal Support to join our streaming product operations team based in our Santa Monica, CA office.

Job Summary

In this position you will be a key member of the Streaming Products Operations team within Global Technology & Operations, driving operational performance of our support centers and analyses that inform strategic planning for the organization. In this role, you will handle the internal operations for the in-house team who provide support to viewers of AMC Networks (DTC) offerings (primarily AMC , Shudder, Sundance Now, HIDIVE, ALLBLK & ACORN TV). This role functions as one of the main touchpoints to our end customers across the AMC Networks brands, while assisting leaders in their efforts to make decisions and implement operational improvements that enhance the organization’s performance. This is a highly collaborative role that requires frequent interfacing with stakeholders from multiple business areas, at all levels within the organization.

If you are someone who thrives on fostering a culture of high performance and is equally motivated to drive continuous improvements across functional teams and partners, then this is a great role for you. We are seeking a strong collaborator with impeccable written and verbal communication skills, who is curious and open-minded, and demonstrates excellent organizational skills and attention to detail.

Job Responsibilities

• Developing plans and targets for the customer service team that ensure efficiency, productivity, and the provision of customer support procedures that nurture continuous improvement
• Developing clear understanding of feedback and providing insight back into product capabilities to enable customer self service activities and remediation
• Helping define and drive the adoption of Tech Delivery’s frameworks and methodology
• Implementing and maintaining effective methods for gathering customer satisfaction data and implementing voice of customer feedback loops
• Executing and delivering in a highly matrixed and distributed environment
• Contributing to strategic planning processes and the implementation of both short- and long-term strategic plans, organizational analysis, operational KPIs, special projects and developing and preparing materials for senior management
• Managing a high-functioning team of direct and indirect reports
• Assisting in identifying operational barriers and developing solutions to continue implementing strategy
  
  
  

QUALIFICATIONS (Required & Preferred)

• MBA or other advanced degree
• 7-10 years of relevant work experience
• 3 years managing c-suite relationships and driving high performance within strategic outsourcing partner relationships
• Adept at teamwork, especially as a specialist that gets things done with a positive attitude
• Leadership skills that build teams, relationships, and credibility as a trusted partner and doer
• Superior communication skills for regular interactions with senior executives on strategies, goals, and status across all regions
• Previous knowledge of Microsoft Office Products
• Solid understanding of the media or entertainment space and technologies, and common issues or challenges facing customers
  
  
  

The base compensation range for this position is $135,000 to $150,000 commensurate with experience. AMC Networks additionally offers a comprehensive benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Paid Time Off, Paid Parental Leave and Adoption Services, among other benefit plan options, subject to eligibility requirements. AMC Networks values the benefits achieved through in-office collaboration, but we provide our employees with the flexibility to work from home one day per week.

The Company is committed to policy of nondiscrimination in its employment and personnel practices. Applicants are considered for all employment without regard to race, color, religious creed, religion, alienage, citizenship, gender, gender identity, national origin, ancestry, genetic predisposition or carrier status, age, marital status, familial status, military or veteran status, status as a victim of domestic violence, stalking or sexual assault, sexual orientation, disability or any other characteristic protected by federal, state or local law.