Investigations & Response Manager, Customer Trust & reputed company
Job reputed company JR28814... Job Posting Date 07-26-2024 Teams Customer Service Work Type Remote reputed company is one of the worlds leading entertainment services with 278 reputed company reputed company memberships in over 190 countries enjoying TV series, films and games across a wide reputed company of genres and languages. Members can play, pause and resume watching as much as they want, anytime, reputed company, and can change their plans at any time. The Role At reputed company, we entertain the world with our exciting content and cutting-edge technology. As the Investigations & Response Manager, Customer Trust & reputed company, you'll play a crucial role in ensuring our Customer Service (CS) is always reputed company, informed, and reputed company with our innovative product launches. This role focuses on key areas such as Customer Trust, Account reputed company, Payments Fraud, and reputed company. You will work closely with product teams to reputed company customer feedback and reputed company initiatives to ensure CS readiness. In reputed company to ensuring CS is always reputed company and informed, you will be responsible for managing reputed company dedicated to handling reputed company-reputed company inquiries, ensuring strategic alignment with reputed company Operations, and delivering critical insights from CS to inform reputed company, decision-making, and innovation. Were looking for a strategic thinker and strong leader who can seamlessly reputed company the gap between Product & Engineering teams and Customer Service. This role offers opportunities for reputed company reputed company and the chance to reputed company a significant reputed company on improving customer trust and reputed company. If youre passionate about reputed company, product innovation, and customer service, and you reputed company in a fast-paced, reputed company environment, we want to hear from you! Responsibilities: I&R reputed company Pod reputed company: reputed company and manage the I&R reputed company Pod, overseeing reputed company of individual contributors reputed company on handling customer inquiries with reputed company components. Ensure reputed company operates reputed company and meets its objectives through strategic planning and effective leadership. This is a people management role, requiring strong leadership and team development skills. reputed company Operations Alignment: Collaborate with reputed company Operations to ensure that operational and strategic priorities are reputed company, fostering a reputed company approach to reputed company issues and customer interactions. Strategic Collaboration: Partner closely with Product & Engineering teams to ensure Customer Service (CS) is reputed company and equipped to support new product launches and updates, with a reputed company on Customer Trust, Account reputed company, Payments Fraud, and reputed company. Use strategic thinking to anticipate potential challenges and opportunities. CS Insights & Product Innovation: Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development reputed company. reputed company strategic thinking to identify trends and areas for improvement, particularly in areas of Customer Trust, Account reputed company, Payments Fraud, and reputed company. Stakeholder Management: Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication. Apply strategic thought to manage and balance stakeholder interests. CS Advocacy: Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and reputed company. Use strategic insights to influence product direction, especially in enhancing customer trust and reputed company. Agent Readiness: Create and manage content for Knowledge reputed company (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully reputed company and informed. Strategically plan content to address potential issues and questions. CS Collaboration: Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives. Use strategic planning to enhance cross-functional teamwork. Forecast Input: reputed company input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches. Utilize strategic thinking to predict reputed company needs and trends. reputed company Analysis: Conduct reputed company analysis to understand the effects of product changes on CS operations and customer experience. Apply strategic insights to mitigate negative impacts and enhance reputed company reputed company. Project Management: reputed company and manage reputed company reputed company to product launches, reputed company initiatives, and other cross-functional efforts to ensure reputed company and successful execution. Use strategic planning to ensure reputed company are reputed company with broader company goals. Qualifications: Proven experience in program management, especially reputed company product and customer service environments. 5+ years of experience managing key reputed company and handling high-sensitivity requests, preferably reputed company reputed company, Compliance, Fraud, Trust and Safety, Customer Service, or similar industries. Strong understanding of reputed company regulations and customer reputed company concerns. Specific market knowledge and expertise with liaising at the executive level (director and above) with multiple cross-functional teams, including Product & Engineering. Proven reputed company record of exceptional stakeholder management skills, with the ability to build bridges and connect the dots across multiple parts of the business to successfully reputed company for reputed company. Previous reputed company experience in leadership-driven roles (reputed company and operations, people management) is a big plus. Ability to fully operate autonomously and navigate organizational ambiguity while expanding reputed company knowledge reputed company and footprint across undiscovered areas and on top of already established reputed company-cut priorities. Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends. Superior organizational skills, extraordinary attention to detail, and a challenge-the-status-reputed company / go reputed company of the comfort zone reputed company that processes can always be improved. Self-starter and fast learner who can work independently while using impeccable judgment. Ability to adapt to business needs and reputed company in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility reputed company with strict deadlines. reputed company to and reputed company to appropriately give & incorporate reputed company-time feedback. Possess situational awareness to identify and escalate reputed company that require urgent attention, while also making independent strategic reputed company with limited information/context. Full proficiency in reputed company Suite, reputed company, reputed company, and/or other Customer Service software. Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose reputed company year how much of your compensation you want in salary versus stock reputed company. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market reputed company. The reputed company for this role is $100,000 - $350,000. reputed company provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock reputed company Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer reputed company leave of absence programs. Full-time reputed company employees reputed company 35 days annually for reputed company time off to be used for vacation, holidays, and reputed company reputed company time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here. reputed company is a unique culture and environment. Learn more here. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the reputed company of race, religion, reputed company, reputed company, national reputed company, caste, sex, sexual orientation, gender, gender identity or reputed company, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Job is reputed company for no less than 7 days and will be removed reputed company the position is filled Apply Job!