Director - Consumer Services - Sony Computer Entertainment America - San Francisco

Job description
Overall, the position of Director Consumer Service (reporting to the Vice President of Consumer Experience) is expected to partner within the organization to:

Develop high quality programs and lead appropriate resources to support Sony Computer Entertainment America (SCEA) America (USA, Canada and Latin territories) in all agent based consumer touch-points including but not limited to: Phone, Web Chat, Social Media/Forum Moderation.

Initiate and lead strategic planning for evolutionary consumer interactions will be achieved through utilizing technology, continuous process improvement and Strategic Partners. Responsible to implement strategic plans that balance meeting both the quality and budgetary goals and objectives for offering consistent, quality consumer experiences while mitigating risk and liability to SCEA.

Responsible for approximately 30-35 full time staff members and 400 – 700 partner agents at multi-site locations.
Leads and develops a management team responsible for multiple vendors spanning operations, customer support, and forum moderation functions. Directs internal and external staff to support all PlayStation® products and peripherals, PlayStation®Network, brand social media channels, official forums, online gaming and virtual worlds to deliver best-in-class consumer experience across brand properties and consumer touch points.
Focused on employee development and building or advancing management capabilities designed to strengthen overall organizational contributions.
Develops or coordinates with the CS Management strong and consistent technical/product support processes and departmental guidelines to CS staff, management groups, and consumers to meet SCEA’s needs and goals:
Continuous improvement of a uniform Consumer Experience plan, contribute to product and service development and technology strategies and develop high-performing teams to provide world-class customer service in multiple mediums.
Ensure agile performance aligned to department objectives, using key analytics to drive improvements, awareness and appropriate changes to process or technology.
Builds productive relationships with peers across other Sony entities to ensure best practice sharing and implementation to enhance economic scalability and consumer satisfaction.
In particular works closely with teams overseeing new, major product launches (e.g., Legal, Public Relations, Marketing and Business and Technology, other Operations teams).
Foster communication and teamwork through participation in inter-organizational teams designed to coordinate Consumer Service with outside initiatives.
Ensures any approved SCEA CS recognition programs are launched and maintained to support a consistent and fair methodology.
Develop and maintain an environment that promotes diversity, fairness and high productivity
Oversees the CS budget and resources within SCEA and CS goals and objectives and as relates to Strategic Delivery Partners and capital expenses.
Proactively communicates out of budget compliance issues to upper management as needed.
May propose organizational changes (e.g., departmental restructuring, new job descriptions) in alignment with budget proposals or approved budgetary goals and objectives.
Desired Skills and Experience

WORK EXPERIENCE: Ability to work independently with little management or direction on routine duties or projects, minimal general instruction on new assignments. Ability to set general goals and objectives for a department and propose new job descriptions or organizational changes as needed. Requires extensive customer service experience, people management, vendor negotiation skills, organization skills and strong multiple project management experience. Strong relevant social media experience with demonstrated contributions to innovative service improvements.
A minimum of 8 years of experience in a senior leadership position within a Consumer Service and Technology environment.
At least 5 + years direct experience overseeing contact center and/or social media moderation forums in a high-tech or gaming environment
Ability to think globally and offer alternate options to problem resolution where possible.
Proven high level management skills in coaching and facilitating business competency.
Proven performance management skills. Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change.
Demonstrated ability to develop and implement process enhancements and efficiencies including technology and performance.
Demonstrated business acumen, customer awareness and ability to create value. Proven skills with break-even analysis and return on investment analysis for project proposals.
Demonstrated ability to work with public relation and legal teams to coordinate or propose consumer response and related processes to ensure risk is limited to SCEA.
Experience dealing with issues tied to consumer advocacy groups (e.g., Better Business Bureau, Attorney General, etc.) and internal corporate legal counsel.
PROCESS: Several years of increasing responsibilities in business support and integration. Thorough knowledge of company business practices, goals, and business operations to evaluate, recommend and market alternative programs or proposals within an organization or user group. Provide leadership and guidance to others through empowerment and accountability. Functions as advisor on projects or programs assigned to the department. May propose new guidelines and interpret and execute policies that affect consumers and/or employees.

PEOPLE: Outstanding communication skills, both oral and written, ability to manage multiple business areas and people. Interacts with peers and managers on business and technical issues. Ability to oversee or direct functions, delegates work, and effectively negotiates issues with CS management and vendors. Ability to use interpersonal skills to attract, motivate and develop. Excellent conflict resolution skills and ability to interact with a variety of teams with varied skill-sets both internal and where needed external. Ensure self and team is perceived as approachable.

SERVICE EXPERTISE: Strong knowledge of CRM applications and demonstrated expertise in leading improvement and innovation in a customer-facing environment.

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