Job Description
Sling Media, Inc., based in Foster City, CA is a wholly owned subsidiary of EchoStar Corporation (NASDAQ: SATS). Sling Media is a leading digital lifestyle company offering consumer services and products that are a natural extension of today's digital way-of-life. Sling Media's product family includes the internationally acclaimed, Emmy award-winning Slingbox that allows consumers to watch and control their living room television shows at any time, from any location, using PCs, Macs, PDAs and smartphones.
ECHOSTAR is hiring a Director of Customer Experience to oversee service and technical support operations for the US, Canada and Europe and will report to SVP, General Manager. This person will serve as an integral part of the Sling Media team.
**Our ideal candidate will be someone who has worked in the retail consumer electronics industry. Must either live or be willing to relocating to the SFO area.**
Role Responsibilities:
Responsible for managers and team that oversees service and support tools, knowledge management and contact center operations
Define the strategic and operational objectives for providing service and technical support to all Sling Media customers
Work with all vendors and partners that provide services to our customers, order management, repair and replacement, contact centers, service and support tools.
Provide leadership to all outsourced contact centers globally with focus on quality, forecasting, staffing and cost
Act on emerging problems and customer request trends to engage engineering, operations and product management
Maintain a balanced focus between urgent issues and important strategies to ensure continuous progress.
Manage large enterprise customers all the way down to individual users.
Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
Oversee the design, development and implementation of training to ensure the contact centers are prepared to provide support to our customers.
Manage the development of knowledge base documents and other knowledge tools that are used by the contact centers and by our customers directly
Oversee and monitor the defined operating budget and report on the various costs associated with contact centers, systems and projects
Motivate and develop the team to ensure that the overall output and quality of the service provided by the team is within specified levels
Manage staff performance by setting performance targets and internal benchmarking levels
Desired Skills & Experience
Technical Competency:
Fundamental understanding of network architectures and protocols
Experience with hardware, desktop and mobile applications
Excellent oral and written communication
Financial management and staffing
Advanced skills in analytical and problem solving with attention to detail
Ability to work as an individual or on a team
Self-starter with ability to learn quickly and operate in a fast paced environment.
Project management and negotiation skills
Behavioral Competencies:
Leader: Ability to organize or influence a group of people around a common goal
Mentor: Ability to guide, coach, or develop others in all facets of their profession.
Collaborative: Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties.
Openness: Ability to hear other ideas and consider them with equal value.
Customer Oriented: Listens to and anticipates needs of the customer.
Improver: Passion for continuous improvement
Experience:
Requires 12+ years of professional experience with at least 8+ years diversified leadership, planning, communication, organization and people motivation skill (or equivalent experience).
Experienced in developing relationships with key constituent groups such as Sales and Engineering
Ideal candidate will have managed contact centers and support teams for retail consumer electronic products.
Beneficial Education:
Bachelor’s degree required, Masters is preferred
Benefits of the position:
Medical, Health Savings Account, dental and vision insurance
Flexible spending options and Employee Assistance Plan
401(k) and Employee Stock Purchase Plan
Tuition reimbursement
Employee Referral Program
Training opportunities
FREE DISH Network Satellite TV System and Programming
FREE Hughes Network Service
50% Discounts on Sling technology and service
Corporate discounts for retail and personal travel
Opportunity for a level of responsibility that could take years to reach in other companies
Apply Now - Resume or CV with Job Post Title
Email: jobs@aarenconsultants.in
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