Customer Service Tools Experience Manager

Job Description

AMC Networks is home to many of the greatest stories and characters in TV and film and the premier destination for passionate and engaged fan communities around the world.

We create and curate celebrated series and films across distinct brands and make them available to audiences everywhere. Our portfolio includes targeted streaming services AMC+, Acorn TV, Shudder, Sundance Now, ALLBLK and HIDIVE; cable networks AMC, BBC AMERICA, IFC, Sundance TV and WE tv; and film distribution labels IFC Films and RLJE Films. The company also operates AMC Studios, our in-house studio, production, and distribution operation behind acclaimed and fan-favorite originals including The Walking Dead Universe and the Anne Rice Immortal Universe, and AMC Networks International, our international programming business.

We are currently seeking a Customer Service Tools Experience Manager to join our streaming product operations team based in our New York, New York headquarters.

Job Summary

In this position you will be a key member of the Streaming Products Operations team within Global Technology & Operations, assessing and managing the selection, and enhancement of our customer service tools and technologies used to operate our contact centers. In this role, you will focus on our tools to effectively support our customer support operations, enhancing the overall customer experience and operational efficiency who provide support to viewers of AMC Networks (DTC) offerings (primarily AMC+, Shudder, Sundance Now, HIDIVE, ALLBLK & ACORN TV). This role plays a pivotal role in ensuring seamless and efficient customer interaction through effective management of the tools utilized by our contact centers. It's a highly collaborative position that involves frequent interaction with stakeholders across multiple business areas and at all levels within the organization internally and externally.

If you excel in cultivating a high-performance culture and are driven to continuously improve functional teams and partnerships, this role is ideal for you. We are seeking a strong collaborator with outstanding written and verbal communication abilities, a curious and open-minded approach, as well as excellent organizational skills and attention to detail.

Job Responsibilities

• Researching, evaluating, and recommending customer service tools and technologies based on business requirements and industry best practices
• Leading the implementation and integration of selected tools, collaborating with IT and other relevant teams to ensure seamless deployment
• Continually assessing and improving the performance and usability of existing customer service tools
• Customizing and configuring tools to meet specific business needs and enhance customer and agent experience
• Developing training programs and materials to onboard and educate customer service teams on tool functionalities and best practices
• Managing relationships with tool vendors and service providers, ensuring adherence to service level agreements (SLAs) and contractual obligations
• Staying informed about industry trends and advancements in customer service tools to recommend and implement enhancements
• Implementing and enforcing security protocols and compliance measures related to customer data protection and regulatory requirements
  
  
  

QUALIFICATIONS (Required & Preferred)

• Bachelor’s degree
• 5+ years in a similar role managing customer service tools and technologies
• In-depth knowledge of CRM systems, ticketing systems, live chat software, and other relevant tools
• Strong project management skills with the ability to prioritize tasks and manage deadlines effectively
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and stakeholders
• Previous knowledge of Microsoft Office Products
• Understanding of the media or entertainment space and technologies, and common issues or challenges facing customers
  
  
  

The base compensation range for this position is $90,000 to $110,000 commensurate with experience. AMC Networks additionally offers a comprehensive benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Paid Time Off, Paid Parental Leave and Adoption Services, among other benefit plan options, subject to eligibility requirements. AMC Networks values the benefits achieved through in-office collaboration, but we provide our employees with the flexibility to work from home one day per week.

The Company is committed to policy of nondiscrimination in its employment and personnel practices. Applicants are considered for all employment without regard to race, color, religious creed, religion, alienage, citizenship, gender, gender identity, national origin, ancestry, genetic predisposition or carrier status, age, marital status, familial status, military or veteran status, status as a victim of domestic violence, stalking or sexual assault, sexual orientation, disability or any other characteristic protected by federal, state or local law.

AMC Networks is home to many of the greatest stories and characters in TV and film and the premier destination for passionate and engaged fan communities around the world.