New

Senior Manager, Customer Service

Cox
$108,800.00 - $181,400.00 / yr
parental leave, paid time off, paid holidays, sick time, 401(k)

Feb 04, 2025
Reporting to the Head of Customer Experience, you will oversee our call center and chat operations, managing both internal teams and external vendor partnerships, including our third-party call center relationship. Working collaboratively with leaders across product, growth, and operations, you will ensure that every touchpoint reflects our commitment to customer satisfaction and retention. Our Journey & Purpose We at The Atlanta Journal-Constitution are committed to transforming how we connect with and serve our subscribers, delivering premium customer experiences that enhance satisfaction, build loyalty, and reduce churn. As part of this transformation, we are seeking a dynamic leader to oversee and optimize the operations of our customer service team. This role will play a pivotal part in ensuring that our customer support teams consistently deliver efficient, seamless, and industry-leading service across every intzeraction. The Team You Will Join As the Senior Manager of Customer Service , you will lead the operational backbone of our customer care efforts. Reporting to the Head of Customer Experience, you will oversee our call center and chat operations, managing both internal teams and external vendor partnerships, including our third-party call center relationship. Working collaboratively with leaders across product, growth, and operations, you will ensure that every touchpoint reflects our commitment to customer satisfaction and retention. The Difference You Will Make Your leadership will elevate our customer service function, transforming it into a key driver of subscriber satisfaction and loyalty. By optimizing processes, implementing innovative tools, and fostering a customer-first mindset, you will ensure our subscribers experience exceptional service at every step. You'll also help shape a culture of operational excellence and continuous improvement, contributing directly to the overall growth and success of the business. What To Expect in This Role Lead Call Center Operations: Manage and optimize multi-tier support teams, ensuring quality, consistency, and efficiency across all customer interactions. Drive Partner Performance: Oversee third-party partnerships, ensuring alignment with key KPIs such as containment rate, response time, resolution rates, and customer satisfaction. Manage Chat and Self-Service Tools: Collaborate with operations, product, growth, and technology teams to optimize chat and digital support channels, providing subscribers with seamless, 24/7 access to assistance. Optimize Service Workflows: Implement processes and tools to streamline customer issue resolution, enhance agent productivity, and improve the subscriber experience. Communicate Service Interruptions: Partner with print operations, marketing, and platforms teams to communicate with customers about potential service disruptions, including due to digital product outages or for print delivery due to inclement weather. Collaborate Cross-Functionally: Partner with customer operations, product, growth, and data teams to identify and address pain points in the customer journey, driving measurable improvements in retention and satisfaction. Monitor and Report on KPIs: Track key metrics and provide actionable insights to stakeholders based on direct customer feedback and complaints, ensuring alignment between service operations and broader business goals. Champion Team Development: Lead, mentor, and inspire your team, fostering a culture of accountability, empathy, and excellence. Your Expertise: Education: Bachelor's degree in related discipline and 6 years of related experience. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year of experience; or 10 years' experience in a related field. Customer Service Leadership: 7+ years of experience in customer service, call center management, or related fields, with proven success in leading high-performing teams. Operational Expertise: Deep understanding of call center workflows, issue escalation processes, and tools to measure and optimize performance. Tech-Savvy: Familiarity with digital consumer products, digital platforms and tools (for example, familiarity with either a CRM, EMS or CMS), web browsers, mobile and tablet applications, chat tools, and self-service technologies to streamline customer interactions. Data-Driven Approach: Skilled at leveraging data to identify trends, solve problems, and report on performance metrics. Customer-Centric Vision: Passionate about understanding customer needs and delivering exceptional service at scale. Collaborative Mindset: Ability to work effectively across departments to align service operations with customer experience and business objectives. Coaching and Development: Strong track record of developing talent and building a customer-first, performance-driven culture. USD 108,800.00 - 181,400.00 per year Compensation: Compensation includes a base salary of $108,800.00 - $181,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Benefits: The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page . Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.