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Director of Customer Service

Director of Customer Service

Other
JOB ID: R000056930
Full Time

About the Company

WarnerMedia is a leading media and entertainment company that creates and distributes premium and popular content from a diverse array of talented storytellers and journalists to global audiences through its consumer brands including: HBO, HBO Max, Warner Bros., TNT, TBS, truTV, CNN, DC Entertainment, New Line, Cartoon Network, Adult Swim, Turner Classic Movies and others.

About WB Games Montréal

WB Games Montréal is a division of Warner Bros Interactive Entertainment (WBIE). Founded in 2010, we are 300+ creative team members strong who join forces every day to create unforgettable AAA experiences across all platforms.

 

 

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Job Description

WB Games Montreal, a division of Warner Bros. Interactive Entertainment (WBIE), seeks a Director of Customer Service to lead our experienced team.

As the Director, you will be responsible for managing, transforming, and scaling customer experience across all our games. You will partner with stellar talent across the company and be the keystone to driving and delivering an amazing player and customer experience every day for our customers.

Responsibilities

  • Lead, build, own, transform and drive the customer experience strategy and vision.
  • Ensure clear lines of communications downstream and upstream by managing and informing Senior Management, peers, partners, and studio heads acting as the advocate for Customer Service Team.
  • Directly manage the leaders of the customer experience team while providing a high level of insight to the executive leadership team.
  • Oversee and partner with product and engineering teams to ensure customer issues get resolved promptly and with high degree of satisfaction and drive product changes to eliminate customer pain points.
  • Research and advise executive leadership on new customer relationship management systems (CRM), AI and other technologies and/or vendors to improve productivity and customer engagement to ensure best in class support and tools.
  • Design in collaboration with other senior management stakeholder of impacted business streams, the data-driven metrics, both quantitative and qualitative to accurately measure and guide our continuous improvement roadmap for customer service levels and impact.
  • Strategize, evaluate, and monitor leveraging data and Key Performance Indicators (KPIs), to increase customer satisfaction, retention, and lifetime value.
  • Partner with support teams and outsourcing partners to determine staffing levels across our operations to guarantee service level expectations are met.
  • Coordinate insights gained from review sites and social media to monitor customer issues and align our team with the company’s external communication guidelines and anticipate potential issues affecting our products.
  • Provide guidance supported by data on new offerings, whether they be 24/7 multi-lingual support, self-service options for our customers and team members, or Robotic process automation (RPA) and Natural language processing (NLP) automation approaches.

Job Qualifications

Experience/Skills

  • 10+ years of experience leading multi-channel (chat/social/email) support teams; experience in the gaming industry is an asset.
  • Empathetic leaderships skills and being able to empower, support and guide your team through ambiguity and by example.
  • Proven experience creating processes that enable support teams to scale and deliver tangible business benefits.
  • Demonstrated experience in building trusting relationships to internal and external stakeholders to provide the atmosphere to scale across multiple time zones and channels
  • Successful at attracting, hiring, onboarding and coaching talent and help them to thrive in a multi-site, international and high-performing culture. Having done this in a remote environment is a plus.
  • Creativity and willingness to drive experiments in different approaches to create a best-in-class customer experience.
  • Outstanding organizational skills and ability to interpret, define and use actionable data.
  • Aptitude for decision-making, critical thinking, and problem solving.
  • Excellent interpersonal and public speaking skills working with all levels of an organization.
  • English to French bilingualism is highly desired.

This Business Unit requires frequent in person presence at the Montreal office. Local candidates will be prioritized.

Management has the right to add or change duties and job requirements at any time.
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