Manager of Digital Customer Care
US-CO-Englewood
Attract-careers1
Req #: 94083
Type: Fulltime-Regular
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Overview: Beyond connecting customers to their favorite entertainment, our Video Services team delivers an award-winning TV experience to millions of customers across DISH TV and Sling TV platforms. Our dynamic teams are unwavering in our commitment to continuous innovation, ensuring the evolution of products and the constant enhancement of the overall customer experience. Responsibilities: As part of the Video Services Product Experience team you will help shape the future of streaming entertainment by developing a solid understanding of the customer journey and advocating for key improvements. We are seeking an experienced Manager of Digital Customer Experience to lead our digital customer support initiatives. This is a critical role for someone passionate about creating exceptional care experiences and driving innovation in digital customer service. You will be responsible for defining and executing the strategy for all of our digital support channels, ensuring our customers have a seamless and effortless experience. In this role, you will lead a team of four individual contributors who manage our digital support platforms such as the chatbot, helpsite, error messaging, among other tools. Your primary responsibility will be to cast a strategic vision that not only meets current customer needs but also anticipates future trends. You'll need to stay ahead of the curve, researching emerging technologies and customer preferences to continually evolve our digital customer experience. Key Responsibilities: * Strategy & Vision: Develop and lead the long-term strategy for all digital customer support platforms, including our help site, chatbot, and in-product messaging * Team Leadership: Manage, mentor, and coach a team of four individual contributors, fostering a culture of innovation, collaboration, and continuous improvement * Execution: Oversee the day-to-day execution of digital support projects, ensuring they align with business goals and deliver a high-quality user experience * Performance Analysis: Utilize data and analytics to measure the effectiveness of digital support channels, identify opportunities for improvement, and report on key performance indicators (KPIs) * Innovation: Stay current with the latest trends in digital customer experience, artificial intelligence (AI), and emerging technologies to drive new solutions and strategies * Cross-Functional Collaboration: Partner with product, engineering, marketing, and operations teams to ensure a consistent and cohesive customer journey across all touchpoints * Insights: Act as a strong advocate for the customer, using feedback and insights to inform and prioritize the team's work Qualifications: Education and Experience: * Bachelor's degree in a relevant field (e.g., Business, Marketing, Communications) or equivalent practical experience * Minimum of 5 years of experience in digital customer experience, product management, or a related field * At least 2 years of experience managing and leading a team Skills and Qualifications: * Proven track record of developing and implementing successful digital strategies * Strong analytical skills with the ability to interpret data and translate it into actionable insights * Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams * Experience with customer service technologies such as chatbots, knowledge bases, and content management systems (CMS) * A passion for technology and a deep understanding of how to use it to solve customer problems If you are a strategic leader with a passion for creating exceptional digital experiences, we encourage you to apply and help us shape the future of digital customer support for DISH and Sling TV. Visa sponsorship not available for this role Candidates must be willing to participate in at least one in-person on-site interview.
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