Customer Service Strategy Manager- Sling TV

The Opportunity:

Television is at an inflection point. This is your chance to be a part of a startup team that is transforming entertainment by changing the perception of what television is and how it can be enjoyed. Driven by the broad appeal of being able to watch live sports, movies and shows anywhere, anytime, Sling TV is the first provider of live television over the internet to multiple devices in your home or outside.

The Right Stuff:   

• Bachelors degree from four year college or university  AND 2 – 4 years of relevant work experience OR a combination of education and work experience.
• Preferred Qualification – Bachelors degree + MBA + 4 years of work experience
• Strong communication skills to communicate effectively with senior executives and other business units to form strong cross org and cross enterprise wide relationships  
• Experience in strategizing and implementing best in class customer experience products and processes
• Experience managing teams and driving care related product definitions for a product that thousands of customers will use every day
• Available to travel nationally to different customer service centers to interact and gather feedback from front lines for upto 33% of the time
• Strong collaborative/ team work skills; a problem solver with a results orientation  
• Attention to detail and ability to work with numbers and data to produce meaningful insights
• Passion for TV, technology and being a part of something that will redefine the future

The Role:

We are a seeking passionate, energetic and flexible individual to join the team as a Manager for our customer care strategy and operations readiness team. The individual will be responsible for building out the team and the overall strategy for care. They should seek to redefine the industry standards and practices in order to create high quality, best in class customer experience. S/he should be comfortable working autonomously in a fast paced environment, taking the initiative, managing multiple requirements and working to find creative solutions.

The Responsibilities:

• Strategize and execute on customer care strategy to enable care to be a differentiator for the company. Maintain care strategy roadmap and performance measurement metrics
• Study and understand best in class care practices being implemented in the industry and across all industries all over the world
• Partner with the customer service centers to execute on the aspects of the care strategy
• Partner with other groups in the company (IT, marketing, product) to implement care strategy in upstream initiatives
• Work to ensure implementation of metrics to measure care performance that is in line with the strategy to meet budget
• Participate in defining, designing and constantly improving the pro active customer experience