Support Manager in Norcross, GA at CareerBuilder

Date Posted: 10/8/2018

Job Snapshot

Job Description

US - CareerBuilder




Position Overview

The Support Manager will be responsible for leading a team of Support Specialists in handling all inbound client requests through a variety of channels through CareerBuilder’s Transformation.  The Support Manager will work to balance; driving KPIs, team management, and project pull through.  The Support Manager will also work to influence and mentor peers and team members to drive change in the department.  Change will be a constant and this leader must be open to trying new tactics to achieve our goal.


Job Duties and Responsibilities

  • Driving exceptional team performance through KPIs around:
    • NPS
    • SLA’s such as First Meaningful Response time and Follow Up Responses
    • Utilization (Capacity/Operational)
    • Quality Assurance
    • Phone Stats
    • Queue Responsiveness
  • Innovating on processes and support to improve:
    • The Customer Experience.
    • Efficiency of Support Specialists.
    • Demonstrating departmental value to the business.
    • Driving scalability through documentation of process and ensuring team use of documentation
    • Maximizing productivity of current staff.
    • Driving customer retention and renewal rates.
  • Leading projects around innovation ideas to drive change in the department
    • Developing a project plan to include:
      • Key stakeholders
      • Metrics for success
      • Resources needed
      • Timeline for MVP (Minimum Viable Product)
      • Strategy for executing and iterating
      • Cost/Benefit Analysis (if needed)
      • Potential roadblocks and obstacles
    • Consistently communicating with stakeholders on progress and roll out.
    • Developing training strategies and messaging.
    • Establishing and monitoring metrics to measure adoption and success.
    • Finding champions within Support to help drive adoption.
    • Presenting plan, timeline and results to upper management to achieve desired results.
  • Identifying ongoing training opportunities for team members based on state of team performance as well as industry and competitor information.
  • Interviewing and hiring new team members as needed to constantly raise the bar for team.
  • Communicating consistently and effectively with key stakeholders to:
    • Share departmental updates that will affect them.
    • Gather feedback on Support.
    • Drive adherence to policies and procedures.
    • Partner to understand their business and needs of their reps and customers.
    • Report Support metrics that demonstrate how we are aiding in retaining or growing their business.
    • Encourage two way candid communication.
  • Acting as a partner with other groups with the department and company to breakdown silos and share best practices.
  • Continuous learning through:
    • Business readings (books, articles, blogs)
    • Training
  • Hold frequent one on ones with team members to discuss:
    • Performance
    • Team relationships
    • Current challenges
    • Career development and career path
    • Expectations
  • Conduct Bi-annual reviews with team members to expand upon one on one conversations and feedback.
  • Mentoring and influencing Associate Managers to prepare them for the Manager role
  • Proactively communicate up on; team initiatives, projects, strategy, and departmental opportunities.

Job Requirements:


  • Bachelor’s degree in Business or applicable field of study preferred.
  • At least 6 months of experience with leading a team of at least 5 people.
  • Ability to think big picture.
  • Ability to lead through change
  • Ability to execute on strategy and get others to buy in.
  • Demonstrated coaching and mentoring skills.
  • Strong communication skills up and down the chain.
  • Excellent organizational and time management skills.
  • Ability to influence others and drive change.
  • A master of leading by example not authority.
  • Ability to explain initiatives by sharing the why and communicating the WIIFM.
  • Master of relationship building and networking skills
  • Ability to make quick decisions by utilizing the qualifications of what’s best for the customer, what’s best for the employee and what’s best for the company.
  • Strong critical thinking skills
  • Master at teaching others
  • Exceptional business acumen
  • Demonstrated skills at team motivation and strategy





Benefits-We’re All About You! 

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance. 

Here are just some benefits we offer:

  • Training that positions you to hit the ground running with ongoing learning and development courses; we never stop investing in our people.
  • Comprehensive Medical, Dental & Vision Programs
  • 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!  No strings attached!  
  • $400 Annual Reimbursement for Wellness Activities, including your gym membership!  
  • 401(k) Program with Strong Employer Match and 2 year vesting schedule!  

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: 000882