Manager, PWE Support
About The Position
At Entertainment Partners and Central Casting, we are committed to creating an environment where every employee is seen, where ideas, thoughts and perspectives are shared openly, and where fearless innovation is encouraged. Weaving diversity, equity, and inclusion into who we are will drive our competitiveness by encouraging creativity and enhanced decision making. We help to power Oscar-winning films, Emmy-winning shows, and Clio-winning commercials. Feel the satisfaction of doing work that directly impacts the most exciting industry in the world. EP is poised to redefine and evolve the back-office processes of the entertainment community with security at the core of what we do. Are you looking for the next opportunity to revolutionize an industry? If so.... We are looking for a Manager, PWE Support! In this role, you will lead the PWE Support Team that oversees Payment Support for our Production Worker Employees (PWEs). This team supports PWEs using the MyEP, EP Residency, SmartVoucher and Central Casting products. As the manager, reporting to the Director, PWE Support you will be a coach and mentor for the team to ensure performance metrics are achieved. In this role you will collaborate with other support leaders to ensure a high-performing support team and continuous improvement of processes. You will also work cross-functionally to ensure seamless client experiences across our products, to enable your team for product releases and launches, and to ensure timely and satisfactory resolution of client issues.
Requirements
- Minimum 3 years of experience as a manager/supervisor /leadership/coaching role in a Customer Service, I Product Support, SaaS, technical support, or contact center environment
- Ability to provide and receive performance feedback and manage through change
- Organization: Effective with time management and organization and ability to prioritize and execute tasks and projects
- Communication: Excellent written and verbal communication skills
- Alignment with company values and mission
- Experience managing and analyzing KPIs (key performance indicators), metrics, and reporting
- Ability to advocate for support and client experience in cross-functional settings
- College degree (preferred)
Nice To Haves
- Industry experience
- Experience working with distributed teams and/or offshore call center
Responsibilities
- Lead, manage, coach, and mentor front-line PWE support employees
- Ensure regular 1:1 meetings with team members, reviewing metrics, coaching to performance, and engaging in growth and development conversations
- Managing the schedule and staffing levels to ensure high service levels
- Handling client escalations as needed
- Work cross-functionally with Technology, Payroll, and other teams as needed, advocating for support and client experience
- Manage reporting, presenting metrics and KPIs, perform data analysis, and communicate trends
- Set and enforce team policies and procedures, collaborating with other support teams and leaders to ensure departmental alignment
- Additional duties as assigned
Benefits
- Health, Dental, and Vision options
- 401(k) retirement savings plan and company match
- Paid holidays, vacation time, and sick time
- Participation in company equity plans
- Employee Assistance Program, mental health and wellness programs
- Training and development
- Hybrid schedule with 2 days in office (Tues & Wed)
- Annual bonus and merit reviews
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
501-1,000 employees
