Sr. Manager, Customer Support Experience

Panasonic • Newark, NJ

121d

About The Position

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 is 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.

Requirements

• Proven experience in customer support management or related field.
• Strong project management skills with a focus on digital transformation.
• Experience with AI technologies and digital engagement platforms.
• Ability to collaborate with cross-functional teams and executive leadership.
• Strong analytical skills to measure improvement and success across touchpoints.

Nice To Haves

• Experience in consumer electronics industry.
• Familiarity with legal, IT, and compliance processes related to customer support.
• Knowledge of content strategy and development for customer support.

Responsibilities

• Oversee and enhance customer support knowledge and web experience for North American consumer business.
• Implement connected tools, partners, and processes for post-purchase experience.
• Manage strategy, roadmap, project execution, budget, and team for transformational projects.
• Optimize digital omni-channel engagement experience, including AI-powered chatbots and live agent chat.
• Collaborate with product, marketing, sales, and digital teams to design and prioritize projects.
• Research developments in post-purchase experience and generative AI technology.
• Oversee live support center operation and improve agent experience.
• Manage agent empowerment programming including training and engagement initiatives.
• Coordinate development and management of product support content for the US and Canada.
• Utilize VOC feedback to optimize support content and access points.

Benefits

• Health insurance
• 401k plan
• Paid time off
• Employee discounts
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Computer and Electronic Product Manufacturing