Senior Manager, Escalated Care

Job Description

Manage, coach, and inspire a global team of managers known for being the best of the best that provides specialized, differentiated care and support to our fans, and internal teams. follow a structured approach to operational management, driving performance to stated goals and reporting on current performance Dig into business results and deliver action-focused insights and analysis to the right people. Provide leadership, coaching, and feedback to your team members to meet KPIs, goals, and objectives. coach and develop team managers, assessing their strengths and development needs, and giving timely and specific feedback Establish a collaborative, inclusive, and positive working environment through open communication, a positive approach, and intentional collaboration. lead teams to understand business priorities and how their work connects to strategic objectives maintain and improve a level of product or service knowledge by working closely with all departments and ensuring effective cross-training and mentoring Continuously look for solutions to improve current processes and systems, and provide valuable feedback for product/service improvement. understand the factors that impact performance and work cross-functionally to remove barriers and promote service optimization If This Role Is For You, Then You Are a leader - you are the one that can rally the troops, can tell a story that people get behind and you can drive results in difficult times a great communicator - from presentations to senior leaders to daily conversations with advisors, you strike the right balance with the right audience consistent - people know what they can expect from you, there is rhyme and reason to how you operate and others value your dependability pro-active - a self-directed and motivated person who s able to personally jump in, roll up your sleeves, and take the lead without being asked efficient - highly resourceful, organized, and evaluates everything to implement ways of doing things better and faster influential - you are comfortable taking a stand and convincing others to join you a team player - a leader that encourages team collaboration, works well with peers, promotes enthusiasm, leverages powers of influence, and builds relationships gets it done - believes that actions speak louder than words, and thrives on achievement accomplished - has a track record of professional achievement listens - always listening to feedback with an open mind on how to improve the business for our players and our employees Additional Information: If you re interested in this role, you ll need these skills or experiences: 5 or more years of experience in customer care and/or contact center management 5 or more years of experience directly managing people Strong operational management capabilities, with a proven track record of delivering results against key performance targets and goals Experience setting performance goals, performance managing, and professionally developing other people managers Excellent verbal and written communication skills, and the ability to interact professionally with a diverse group of staff and senior management Strong presentation skills to relay stories told by data Ability to use influence to drive cross-functional results