What are the responsibilities and job description for the Sr. Manager, Customer Support Experience position at Panasonic North America?
Overview
Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we’ve been committed to improving peoples’ lives and making the world a better place-one customer, one business, one innovative leap at a time. Come join our journey!
Responsibilities
Panasonic Sr. Manager, Customer Support Experience
Click here to learn more about how Panasonic is creating a better life, a better world.
Watch this video to see how our employees are shaping the technologies that move us.
What You'll Get To Do
The Senior Manager, Customer Support Experience is responsible for overseeing and enhancing customer support knowledge, web experience and direct engagement for the North American Panasonic consumer business. This a transformational role, with the opportunity to envision and implement the connected tools, partners and processes needed to create a best-in-class post-purchase experience for our consumer electronics customers. The role will report into the Director, Marketing and Experience, working closely with members across UX, product, and customer insights to continuously enhance our 360° customer experience, building brand loyalty and trust with our customers.
Strategic Project Management
Directly manage a small team (<5) currently overseeing agent engagement, digital systems, user experience, and knowledge developmentAlign team member strengths to business goals to optimize team efficiency and personal growth Identify opportunities to enhance team knowledge, culture, workflow and environment
Insights, Analytics & Reporting
What You'll Bring:
Education And Experience
Panasonic prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health.
At Panasonic, we are committed to a workplace that genuinely fosters inclusion and belonging. Fairness and Honesty have been part of our core values for more than 100 years and we are proud of our diverse culture as an equal opportunity employer.
The wage range of $135,000 - $150,000 is just one component of Panasonic’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience, and location. This role may be eligible for discretionary bonuses and incentives. *The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.
We understand that your career search may look different than others and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience. If you are actively looking or starting to explore new opportunities, send us your application!
Panasonic is an Equal Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to: race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability status, protected veteran status, or any other characteristic protected by law. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation.
Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S.
Thank you for your interest in Panasonic.
REQ-151295
Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we’ve been committed to improving peoples’ lives and making the world a better place-one customer, one business, one innovative leap at a time. Come join our journey!
Responsibilities
Panasonic Sr. Manager, Customer Support Experience
Click here to learn more about how Panasonic is creating a better life, a better world.
Watch this video to see how our employees are shaping the technologies that move us.
What You'll Get To Do
The Senior Manager, Customer Support Experience is responsible for overseeing and enhancing customer support knowledge, web experience and direct engagement for the North American Panasonic consumer business. This a transformational role, with the opportunity to envision and implement the connected tools, partners and processes needed to create a best-in-class post-purchase experience for our consumer electronics customers. The role will report into the Director, Marketing and Experience, working closely with members across UX, product, and customer insights to continuously enhance our 360° customer experience, building brand loyalty and trust with our customers.
Strategic Project Management
- Ownership of strategy, roadmap, project execution, budget and team management for transformational projects across our digital self-support and live agent experience, working closely with our internal team members and vendor partners to create a simple, positive post-purchase experience for our customers
- Lead the ongoing optimization of our digital omni-chanel engagement experience, including AI-powered chatbots and live agent chat across the web, plus emerging social media and enhanced 1-1 engagement platforms
- Collaborate closely with product, marketing, sales and digital team members, as well as executive leadership, to design and prioritize projects that align to both North American and global CX obectives, establishing clear baselines and KPI’s for measuring improvement and success across all touchpoints
- Research and understand the latest developments in post-purchase experience and generative AI technology, actively applying learnings and solutions to enhance our support ecosystem
- Work with legal, IT and compliance teams to insure that all tools and processes comply with security and accessibility laws, internal data protection and retention policies
- Oversee our live support center operation, working closely with agent management to continuously monitor, analyze and improve our agent experience
- Oversee and optimize agent empowerment programming including learning management and training, live insights resources, and agent engagement and retention initiatives
- Coordinate the development and management of product support content for the US and Canada, to be utilized across web self-support, AI-powered chatbots and agent training resources
- Partner closely with content strategy, product and engineering team members to insure that all content is accurate and easy to understand
- Utilize VOC feedback across multiple sources to continuously optimize support content, tools and access points for ease and convenience
Directly manage a small team (<5) currently overseeing agent engagement, digital systems, user experience, and knowledge development
- Analyze VOC data across self-support and live agent interactions to identify opportunities for improvement in pre- and post-purchase content, product software and hardware
- Maintain regular executive reporting to summarize customer insights, trends and key areas for product development improvement
- Collaborate with content, engineering, product planning and marketing team members to implement customer-driven enhancements
What You'll Bring:
Education And Experience
- 10 plus years of experience; 5 plus in direct customer technical support and engagement, 3 plus managing a team
- Experience with AI natural language processing and automated customer support tools
- Proven ability to read, interpret and action on complex data and customer insights
- Strong experience in relevant tech platforms (content management, engagement, analytics)
- Enterprise level experience strongly recommended
- Bachelor's degree required
- Experience preferred: Freshdesk, Wordpress, Shopify, Google Analytics
- Basic HTML experience recommended
- Agile, transformational mindset - comfortable shifting priorities and direction as conditions evolve
- Passion for customer experience, with strong ability to think empathetically
- Excellent collaboration skills, with a team-oriented mindset.
- Tech-savvy, with the ability to adapt to new systems and interfaces quickly
- Able to easily read and understand technical instructions and product operating manuals
Panasonic prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health.
- Competitive compensation package
- Comprehensive benefits
- Pet Insurance
- Paid Parental Care Leave
- Employee Referral Program
- Educational Assistance
- Flexible Work Program
- Volunteer time Off
- Casual Dress Code
- Total Well Being Program
At Panasonic, we are committed to a workplace that genuinely fosters inclusion and belonging. Fairness and Honesty have been part of our core values for more than 100 years and we are proud of our diverse culture as an equal opportunity employer.
The wage range of $135,000 - $150,000 is just one component of Panasonic’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience, and location. This role may be eligible for discretionary bonuses and incentives. *The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.
We understand that your career search may look different than others and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience. If you are actively looking or starting to explore new opportunities, send us your application!
Panasonic is an Equal Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to: race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability status, protected veteran status, or any other characteristic protected by law. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation.
Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S.
Thank you for your interest in Panasonic.
REQ-151295
Salary : $135,000 - $150,000
