Manager, Support Operations - FreeWheel - NYC, On Site

Comcast • New York, NY

1d • $115,915 - $173,873 • Onsite

About The Position

FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world. Job Summary FreeWheel Global Support is the service delivery leader in the Premium Video Advertising Management industry. We help Customers achieve success in the new TV ecosystem. Our team’s contribution is White Glove Service and our product is knowledgeable, empowered customers who champion the FreeWheel brand. The goal is the delivery of an excellent Customer Experience across the product suite. The Global Support team are first in line for actioning service excellence -- It’s a job we take very seriously. We are searching for a Support leader for our rapidly evolving Support team. The ideal Regional Support Manager (RSM) candidate will be a blend of effective team coach, excellent customer engagement manager, and data-driven/business-process wonk. This individual will have a demonstrable history of success in the services industry and proven track record of driving innovative service solutions. Job Description The RSM drives service delivery at the Tier 1 support level. They will lead teams of highly motivated Support Engineers and engage the top-performing customers in the Premium Video industry. The candidate will join a globally-distributed leadership team consisting of Regional Managers of sister regions, Regional Lead Support Engineers, and the Principal Support Engineer, and report into the Senior Director of Global Support. Frequent travel between both offices to engage with the customers and team members is highly encouraged. This role is directly responsible for the leadership, guidance, and overall prosperity of the Regional Support teams. As Regional Manager you will be directly involved in the hiring, on-boarding, and career development of the organization’s most important resources: its people. Through your guidance and direction FreeWheel will be able to grow and develop its next generation of leaders who will advance knowledge of the product and further the excellent employee experience that we all value so greatly. Team leadership and guidance of the regional teams. Create a nurturing space where team members can contribute to the group’s advancement and pursue their own individual development. Contribute to the creation of A-players for the FreeWheel team. As a leader for the region you will have direct influence over how these valued customers experience the FreeWheel brand. A core function will be the direct engagement of our customers and fostering their contributions to the development of our services, team, and organization. This will include RFP-help, service renewals, customer visits, on-boarding sessions, and highly-engaging presentations. Engage customers and develop functional relationships. Work with Account teams to foster effective venues for customer contributions and idea sharing. Collaborate with customers and teams to find new and exciting ways to surprise and delight the user base. Working with the Support Leadership team, you will help to identify process optimizations and polices. These policies should be scrutinized and optimized to improve deliver excellent Customer Experience by improving the Support Engineer work environment. Policies should be easy to access, interpret, and execute consistently across the teams. Data is a major part of the Support toolbox. Actions must be rooted in substantiated information and decisions made using hard evidence, collective intelligence, and experiential instinct. Participate in policy management, maintenance, and the creation of standards across teams. Use data and metrics to interpret customer experiences, forecast demand, and effectively position the teams. Advance the current suite of KPIs to lead the team to deliver excellent Customer Experience. For the right candidate, this position will allow for tremendous growth and the opportunity to deliver enterprise-level Customer value to industry leaders in the TV ecosystem. Some travel will be needed, 10-25% on average, but up to 50% as business requires. On-call rotational work on some nights, weekends, and during live events will be needed.

Requirements

• At least 5+ years of successful team management and direct leadership of creative problem solvers.
• A bachelor’s degree or equivalent experience.
• Required background in computer software with prefence toward SAAS.
• Advanced experience with a CRM ticketing system, ie. Zendesk, Great Plains, Service Cloud, Jira.
• Demonstrable experience understanding technical and engineering concepts, and translating them in simplified form.
• Experience hiring, training, and preparing Support team members for success.
• A service mind-set coupled with a deep need to solve problems.
• Excited about the opportunity to make a real difference in a rapidly evolving market.
• A creative thinker who thrives on solving complex problems, delivering elegant solutions, and balancing evolving priorities.
• A business process wonk who gets excited about how companies engage with their customers.
• A perpetual improver who appreciates recent changes and envisions ways to leverage them for even greater improvements.
• Deeply interested in Premium Video and the opportunity to make a deep impact on the future of Television.
• Able to “Be like water, my friend” and adapt to rapidly changing circumstances.
• A forward-thinking optimist who appreciates of a good cat gif.

Responsibilities

• Team leadership and guidance of the regional teams.
• Create a nurturing space where team members can contribute to the group’s advancement and pursue their own individual development.
• Contribute to the creation of A-players for the FreeWheel team.
• Engage customers and develop functional relationships.
• Work with Account teams to foster effective venues for customer contributions and idea sharing.
• Collaborate with customers and teams to find new and exciting ways to surprise and delight the user base.
• Participate in policy management, maintenance, and the creation of standards across teams.
• Use data and metrics to interpret customer experiences, forecast demand, and effectively position the teams.
• Advance the current suite of KPIs to lead the team to deliver excellent Customer Experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees