Customer Experience Manager
Metro-Goldwyn-Mayer Studios Inc
New York, NYThis was removed by the employer on 7/15/2021 12:08:00 PM PST
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Full Time Job
EPIX, an MGM Company, is seeking a Customer Experience Manager, who will oversee a top-notch 24/7 customer service team, helping to ensure EPIX customers receive the support they need across all consumer touchpoints. Through direct communication with our customers as well as reporting from the wider support team, you will advocate for EPIX subscribers across the organization, helping to improve our digital experiences for them.
The Customer Experience Manager will also play a critical role in our release management process. Working with product, development, design and marketing, you will be responsible for shepherding new builds for all EPIX apps into production, maintaining a clear release calendar and keeping digital storefronts looking their best.
What you will do:
Lead the EPIX Customer Support Team
• Manage our team of support specialists, keeping them closely updated on programming and product priorities and helping to escalate and resolve customer issues that require extra considerate handling
• Measure CSR performance to ensure customer satisfaction, and provide thoughtful resolutions when issues arise
• Act as our customers' champion and as the support stakeholder for all business and product development initiatives, ensuring customer needs are prioritized
• Drive the quick resolution of bugs or issues that come to the attention of the team via support channels
• Lead monthly feedback sessions with key product stakeholders to help guide the prioritization of development work based on customer feedback
Drive the Release Management Program
• Coordinate with Product, Development and Creative Services teams on scheduled and unscheduled releases ensuring all storefronts maintain a best-in-class presence
• Supervise and guide the team to ensure timely and efficient release cycles
• Monitor new releases and quickly identify the need to roll back to previous versions in the event of a bug
• Guardian app store ratings by regularly reviewing and responding to app store reviewers and notifying team leads when negative patterns emerge
What you will need:
• A customer-first attitude -- you love helping others resolve issues they are encountering
• Excellent listening and communication skills
• Bachelor's Degree and/or minimum of 3-5 years relevant experience
• Experience with ticketing systems (e.g. Zendesk) and people management
• Ability to work as part of a dynamic team environment
• Organizational and time management skills
• Process-oriented and attuned to details
• Able to advocate for improvements across process and product based on customer feedback
• Experience with tracking or monitoring tools as well as content management systems a plus
ABOUT EPIX®
EPIX ® , an MGM company, is a premium television network delivering a broad line-up of quality original series and documentaries, the latest movie releases and classic film franchises -- all available on TV, on demand, online and across devices. EPIX® has tripled the amount of original programming on the network and has become a destination for original premium content with series including Godfather of Harlem, starring and executive produced by Forest Whitaker; Pennyworth, the origin story of Batman's butler Alfred; as well as upcoming premieres of drama Chapelwaite, based on the short story Jerusalem's Lot by Stephen King and starring Academy Award winner Adrien Brody; ; season two of War of the Worlds, from Howard Overman and starring Gabriel Byrne and Elizabeth McGovern; docuseries Fall River, from Blumhouse Television; dramedy Bridge and Tunnel, written and directed by Ed Burns; seasons one and two of acclaimed spy thriller Condor, season three of epic fantasy drama series Britannia; and docuseries Fiasco, based on the podcast of the same name. Other originals include Emmy®-nominated music docuseries Laurel Canyon; docuseries NFL: The Grind, from NFL Films and hosted by Rich Eisen; Belgravia, from Julian Fellowes, Gareth Neame and the creative team from Downton Abbey; docuseries Helter Skelter: An American Myth, executive produced and directed by Lesley Chilcott; By Whatever Means Necessary: The Times of Godfather of Harlem; and Enslaved featuring Hollywood icon and human rights activist Samuel L. Jackson. Launched in October 2009, EPIX® is available nationwide through cable, telco, satellite and emerging digital distribution platforms as well as through its EPIX NOW app, providing more movies than any other network with thousands of titles available for streaming.