Vice President, Contact Center Operations

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day.

SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM’s platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company’s advertising sales organization, which operates as SiriusXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through SiriusXM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.

SiriusXM Connect (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security and convenience services to millions of vehicle owners across major automotive brands. Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.

How you’ll make an impact:

As Vice President, Contact Center Operations, you will be responsible for leading and overseeing the contact center of SXM Connect. Your primary objective is to develop and implement strategies that enhance the customer experience, drive customer satisfaction, drive revenue retention and foster customer loyalty. You will provide strategic direction, manage a team of customer service professionals, and collaborate with cross-functional stakeholders to ensure exceptional customer service across all touchpoints. You will ensure that all operational performance metrics are met or exceeded and will work closely with SXM contact center management and vendors to develop on-going continuous improvement plans. You will create and maintain a motivational environment that fosters high performance and teamwork.

What you’ll do:

• Ensure SXM Connect agents and third-party contact centers meet all key performance indicators to include response, retention, quality, help desk, workforce management, and training.  

• Promote continuous improvement with ongoing evaluation of processes/procedures to improve operations, efficiency and service to both internal and external customers by monitoring systems performance; conducting audits and analyses; identifying and resolving problems; preparing and completing action plans.

• Accomplish contact center objectives by orientating, training, and effectively communicating SXM Connect job expectations, performance management by coaching, counseling, administering disciplinary action; planning, monitoring, appraising, and reviewing employee contributions; enforcing policies and procedures, and monitoring scheduling systems. 

• Monitor overall employee performance, identify trends and opportunities, and share findings with leadership team in cultivating efforts to drive high performance.

• Maintain professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; benchmarking state-of-the-art practices; participating in professional networking groups.

• Support and participate in contract negotiations for new or existing contact center vendors - provide leadership for the SXM/Vendor Management staff to ensure that all SXM agents/vendors sites are connected and aligned with the goals and objectives of SiriusXM Connect. 

• Work closely with all internal departments to add insight into operational reports and data.

• Coordinate regular business reviews with vendor partners to discuss and review past performance and innovate new ideas for performance enhancements.

• Work with the Finance Team to prepare an appropriate budget and manage the budget carefully thorough year to minimize spend with a strong focus on productivity.

• Perform other duties as assigned

What you’ll need:

• Bachelor’s degree or equivalent experience.

• 15 years contact center experience, with at least 8 years in a leadership role.

• Specific skills in process optimization and productivity.

• Experience of managing large and complex budgets and proven ability to manage and control costs effectively.

• Proven management experience and skills, especially in building, leading and motivating large teams and of managing performance and conduct fairly and decisively.

• Ability to work with understanding and efficiency alongside people from different cultures and geographical locations.

• Able to constructively challenge the status quo and influence through clear, informed and logical argument to drive change.

• Have a far-reaching vision, strong leadership skills and passionate commitment to success.

• Required to be in the office 2-3 days per week with occasional Domestic and International travel.

• Ability to see past day-to-day activities and look for innovative ideas to continuously drive improvement.

• Commitment to internal client and customer service principles.

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

• Good public speaking and presentation skills.

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

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.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.