Manager 1, Customer Supportability

Company Overview

Job Overview

We have an exciting opportunity on a team that is driving transformational assisted care experiences. We are looking for a sr. leader with passion and proven experience developing teams in order to keep pace with the increasing pace of growth. This will be a unique role where you will have a team of specialists supporting various lines of business across our global footprint.

The Assisted Experience Supportability Team is a team of professionals who have extensive experience and expertise across our Small Business products. We support our frontline teams and ensure they are able to deliver awesome experiences for all our customers. The supportability team drives systemic improvements to the assisted experience measured by resolution rates. Additionally, the team drives communications, provides technical assistance, content and training.

As a Supportability manager, your role is to develop the capabilities of the team and drive a high-performance culture. You’ll gain strategic alignment in close partnership with both our care leaders and partners.

• Leadership: You grow and develop the talent of your team while inspiring performance through your actions and coaching
• Writing skills: You need excellent writing, editing and proofreading skills as well as the journalistic ability to gather information from multiple sources
• Presentation skills: You also need strong presentation skills as you are likely to be called on to give presentations to staff. Internal communications managers need sensitivity to an organization’s goals and values and the ability to relay them to employees
• Interpersonal skills: You need excellent interpersonal and relationship-building skills in order to work with various teams across the ecosystem. You’ll communicate at multiple levels in the organization from executive levels to frontline teams
• Creative skills: You need the creative ability to devise communication strategies Digital skills: Familiarity with information technology, especially digital and video means of communication, is essential

Responsibilities

• Establish an internal communications strategy in conjunction with senior managers
• Focus on your team’s development, personal and technical, continually providing support needed to reach goals
• Supports the team by removing barriers to creating delightful customer experiences

Qualifications

Experience either leading or working on a communications team, especially internal communication, for a large organization, is most sought after. But experience of writing for a variety of different audiences is also desired. General communications or marketing experience is beneficial. Prior management of complex projects while communicating with a broad group of stakeholders is also desired.

• Bachelor’s degree or equivalent experience
• Extensive Internal communications experience in a geographically complex organization
• Experience of developing and implementing internal communications strategies and measuring their effectiveness
• Five or more year’s leadership experience with direct reports
• Proven ability to provide guidance and support to front line supervisors and agents
• Can deliver strategic and operational guidance to direct and indirect staff, performance management, career enrichment and mentoring
• Demonstrated ability to lead and participate across all levels of the organization
• Ability to manage a team who works on several different projects simultaneously