Sr. Manager Customer Care - Ad Sales in Orlando, Florida For Sale

Job DescriptionOVERVIEW STATEMENTBright House Networks is an award-winning company made up of friendly, energetic employees who go above and beyond to provide exceptional customer service. Our strength is in our employees. Customer loyalty is our top priority, and our employees are committed to building unique relationships in a fast-paced team environment. Bright House Networks encourages a positive, supportive and open culture which rewards employee accountability and grants empowerment for all members of our team. Our commitment to diversity guarantees we employ the best.JOB SUMMARY:Establish and maintain very high levels of external and internal customer satisfaction across all Media Strategies Operations functional areas, including Traffic, Credit & Billing, IT and Technical Operations for all product offerings including Linear Spot, Web/Digital and Advanced Media for Local, Regional and National sales teams. Regularly conduct standards-based assessments and then drive necessary improvement/optimization throughout Operations in collaboration with departmental leaders and stakeholders.RESPONSIBILITIES:Lead and direct the Traffic, Credit & Billing and Advanced/Digital Operations departments.Guide departmental management and continuous improvement of existing processes and functions.Lead the creation, documentation, deployment and operationalization new workflows and processes in Ops departments as required.Drive competency standards and competency development throughout Operations by coordinating competency training programs, adding & training new team competencies as required, and leading twice-yearly formal individual and team competency assessments.Deploy standards-based performance measurement and accountability throughout Operations functional areas, improving execution, measurement methodologies and reporting where standards exist and creating new standards where needed.Assist the Corporate Director of Operations in developing a culture of extraordinary customer service based on outstanding commitment management, relentless pursuit of excellence and continuous competency development.Drive Service Level Agreement achievement throughout the Operations organization.Lead the launch of and then manage a Customer Service system to effectively manage and track all Operations internal and external customer service requests.Perform other duties as assigned.Required SkillsSpecial Skills/Knowledge/Abilities* Customer Service oriented with a proven background of exceeding expectations for both internal and external customers, preferably in a B2B environment * Strong in collaboration and highly skilled at facilitating conversations between stakeholders * Committed to relentless pursuit of excellence * Dedicated to a high degree of accountability, superior commitment management and objective, standards-based assessments * Excellent communicator; verbal and written communications skills. * MS Dynamics CRM xxxx administration and work flow experience a strong plus * Functional understanding of Advertising Insertion, Digital Encoding; Traffic and Billing; Sales Automation. * Highly capable in training development and delivery * Process and efficiency minded leader, capable of envisioning, documenting, training and implementing new workflows and systems to improve operations * Superior analytical and trouble-shooting skills. * Fast learner – able to quickly master the essential elements of a new knowledge domain * Excellent organizational, multi-tasking, prioritizing, and teamwork skills. * Ability to work effectively in a technical operations environment. * Must be able to manage multiple competing priorities. * Ability to work quickly and independently in highly stressful situations. * Ability to consistently produce high quality, on time, and error-free results in an interrupt-driven environment. * Must have valid Florida driver’s license, as well as good driving record.Required Experience * Bachelor’s Degree or equivalent work experience in a Customer Care or Media Operations environment. * Background and knowledge in commercial insertion, traffic & billing (T&B), advanced advertising and automated video encoding preferred * Minimum 5 years’ experience in a Media Operations and/or Customer Care environment * 3+ years demonstrated success in Operational or Customer Care manager-level position * 2+ years demonstrated success managing managers * B2B Customer Care experience preferredWORKING CONDITIONS:This position works primarily indoors throughout the year.Sitting for long periods of time may occur.The job will require long periods of personal computer use and verbal telephone communication.The successful candidate must be able to work a flexible work schedule with the occasional need for extended hours.
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