Manager, Support Operations - FreeWheel - NYC, On Site

Manager, Support Operations - Free Wheel - NYC, On Site

1 week ago – Be among the first 25 applicants

Free Wheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world.

Free Wheel Global Support is the service delivery leader in the Premium Video Advertising Management industry. We help Customers achieve success in the new TV ecosystem. Our team’s contribution is White Glove Service and our product is knowledgeable, empowered customers who champion the Free Wheel brand. The goal is the delivery of an excellent Customer Experience across the product suite. The Global Support team are first in line for actioning service excellence – It’s a job we take very seriously.

We are searching for a Support leader for our rapidly evolving Support team. The ideal Regional Support Manager (RSM) candidate will be a blend of effective team coach, excellent customer engagement manager, and data-driven/business-process wonk. This individual will have a demonstrable history of success in the services industry and proven track record of driving innovative service solutions.

The RSM drives service delivery at the Tier 1 support level. They will lead teams of highly motivated Support Engineers and engage the top-performing customers in the Premium Video industry. The candidate will join a globally-distributed leadership team consisting of Regional Managers of sister regions, Regional Lead Support Engineers, and the Principal Support Engineer, and report into the Senior Director of Global Support.

Frequent travel between both offices to engage with the customers and team members is highly encouraged.

This role is directly responsible for the leadership, guidance, and overall prosperity of the Regional Support teams. As Regional Manager you will be directly involved in the hiring, on-boarding, and career development of the organization’s most important resources: its people. Through your guidance and direction Free Wheel will be able to grow and develop its next generation of leaders who will advance knowledge of the product and further the excellent employee experience that we all value so greatly.

• Team leadership and guidance of the regional teams.
• Create a nurturing space where team members can contribute to the group’s advancement and pursue their own individual development.
• Contribute to the creation of A-players for the Free Wheel team.
• Engage customers and develop functional relationships.
• Work with Account teams to foster effective venues for customer contributions and idea sharing.
• Collaborate with customers and teams to find new and exciting ways to surprise and delight the user base.
• Participate in policy management, maintenance, and the creation of standards across teams.
• Use data and metrics to interpret customer experiences, forecast demand, and effectively position the teams.
• Advance the current suite of KPIs to lead the team to deliver excellent Customer Experience.

For the right candidate, this position will allow for tremendous growth and the opportunity to deliver enterprise-level Customer value to industry leaders in the TV ecosystem. Some travel will be needed, 10-25% on average, but up to 50% as business requires. On-call rotational work on some nights, weekends, and during live events will be needed.

• At least 5+ years of successful team management and direct leadership of creative problem solvers.
• A bachelor’s degree or equivalent experience.
• Required background in computer software with preference toward SaaS.
• Advanced experience with a CRM ticketing system, e.g., Zendesk, Great Plains, Service Cloud, Jira.
• Demonstrable experience understanding technical and engineering concepts, and translating them in simplified form.
• Experience hiring, training, and preparing Support team members for success.
• A service mind-set coupled with a deep need to…