Associate Manager, Client Support in Remote US at CareerBuilder

Date Posted: 5/9/2022

Job Snapshot

Job Description

Note: CareerBuilder U.S. office locations will reopen on a voluntary basis in February 2022 and employees within a commutable distance will have the option to utilize the offices if fully vaccinated against COVID-19.  

U.S. Office Locations: Chicago, IL; Atlanta, GA; Irvine, CA 

Summary of the Job:

We are seeking a Support Leader who understands how to create plans and operational metrics and execute as a part of a global, 24x7 enterprise software technical support organization. Core responsibilities include Team management in the support environment, customer retention and management, training, process improvement, and cross-functional/departmental program and project management.

 

Essential Responsibilities:

People Management

  • Direct management responsibilities for all the designated resources and their associated workload
  • Establish team and individual expectations.
  • Develop strategies to improve team performance
  • Develop individual employees through coaching, 1:1s, team meetings, etc. to ensure performance is met and individual team members are progressing towards career paths.
  • Work cross-functionally to ensure effective resource utilization
  • Understanding team and individual talents and developing gap closure plans
  • Providing ongoing performance feedback as well as formal performance appraisals
  • Educate individuals on how their contributions affect overall business performance
  • Educate team on key initiatives targeted to drive improvements
  • Reviewing employee survey feedback and driving team corrective action

Business Management

  • Driving exceptional team performance through support KPIs such as:
    • NPS
    • SLAs such as First Meaningful Response time and Follow Up Responses
    • Utilization (Capacity/Operational)
    • Quality Assurance
    • Service Levels, Abandon Rate, etc.
  • Leading projects around innovation ideas to drive change in the department
  • Manage organization projects and establish appropriate project plan to include:
    • Key stakeholders
    • Metrics for success
    • Resources needed
    • Strategy for executing and iterating potential roadblocks and obstacles
    • Consistently communicating with stakeholders on progress and rollout.
    • Developing training strategies and messaging.
    • Establishing and monitoring metrics to measure adoption and success.
    • Engaging in support of difficult accounts or management escalations
    • Work cross-functionally to ensure customer satisfaction goals are met

Job Requirements:

Required Knowledge and Skills:

  • Ability to drive structure and content of Operational Reporting & Analytics, Quality, Process Improvement & Training
  • Experience working within a global environment supporting multiple regions and time zones
  • Strong understanding of the process and proven experience driving process improvement initiatives that deliver results
  • Open to change & deals with ambiguity well
  • Comfortable in a fast-paced & changing environment
  • Ability to use data to bring forward recommendations
  • Ability to lead teams & people to and through successful execution of plans
  • Enterprise software management experience preferred
  • Ability to effectively communicate both written and verbally, to various levels within the organizations
  • Successful or higher performance rating during last performance cycle
  • Required to work during US or EMEA business hours
  • Proficiency with Microsoft Office Applications (Outlook, Word, Excel, etc.)
  • Excellent written and verbal communication skills - both phone and email

 

Supervisory Responsibilities:

This role does have direct reports

Education:

Bachelor’s degree

Minimum Years of Experience:

  • Minimum of 3 years of experience in a fast-paced, enterprise-level, mission-critical technical support environment; or equivalent industry experience.
  • At least 1-year tenure in the current role at CareerBuilder

 

 

Physical Demands:

  • Frequent phone and computer use
  • Creating written communications
  • Able to sit/stand at a desk
  • Able to bend, sit, stand, lift boxes or equipment (between 0-15 lbs)
  • Able to travel occasionally both domestically and internationally

 

 

Benefits and Perks

Connecting people with meaningful work is one of the most important things anyone can do – which means we need to support the employees who make that possible. CareerBuilder’s team enjoys a host of perks and benefits, including: 

Health and Wellness: 

  • Comprehensive Medical, Dental & Vision, Life & Disability Programs 
  • Option to enroll in supplemental Life, AD&D, Accident, Critical Illness, Home & Auto, Transit, Identity Theft Protection, Legal Programs, and Pet Insurance 
  • Employee Assistance Program with free counseling sessions  
  • Wellness/Tobacco Free credits towards medical premiums 
  • On-site meditation rooms 
  • Free upgrades to premium versions of many Mental Health applications 

Family Support and Care: 

  • Parental support including paid maternity and parental leave 
  • Milk Stork 
  • Pre-Tax Dependent Care Flexible Spending Account 
  • Healthy Pregnancy Program and Fertility Support Services 

Flexibility and Time Off 

  • Paid time off, including time off to volunteer, holidays, floating holiday, bereavement, jury duty, parental leave 
  • Remote work opportunities available for most roles 

Personal and Career Development: 

  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA 

Financial Wellbeing: 

  • 401(k) Program with a two year vesting schedule, annual employer match, and an opportunity to make Pretax and Roth contributions.  
  • Financial educational webinars and individual retirement planning advising available. 

Community 

  • Employee resource groups 
  • Time off to volunteer 

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

 

TSR ID: 002624