Location: Sunnyvale, CA
The Internet is a big, busy place, and we at Yahoo! are proud to stand out in the crowd. As the world’s number one Internet brand, servicing over a half billion people, we’re determined to maintain our commitment to delivering news, entertainment, information and fun… each and every day.
In order to maintain our position as one of the world’s most trafficked Internet destinations, we’re always on the lookout for people with big ideas and big talent to help us provide our visitors with the innovative products and services they’ve come to expect from Yahoo!. We’re looking for people like you.
How Big Can You Think?
Job Responsibilities/The Role/The Job
The Sr. Manager, Customer Experience will be a key team member in Communications & Communities (C&C) Business Unit interfacing with the Customer Care (CC) organization supporting our various properties and partners.
Responsibilities include:
* Serve as primary point of contact for all Customer Care-related issues within C&C
* Partner with Product, Marketing and Research teams to determine customer care needs within our properties
* Participate in the development of new processes within Customer Care that support unique BU needs
* Lead or assist in accurate forecasting of product and business contact rates
* Develop and implement formal product feedback loop for BU and our partners
* Audit formal guidelines/SLAs to be used in basic CC service, partnership agreements and with outsourcers
* Continually monitor key performance indicators for our properties, e.g. Care Satisfaction (CSAT), and recommend opportunities for improvement
* Coordinate the C&C/CC Hillsboro immersion program
* Lead one-off C&C projects with large Customer Care impact
* Own the daily relationship/communication with Yahoo! functions and other BUs related to C&C CC issues
* Champion improvements in the user experience through product to mitigate contacts into Customer Care
* Monitor expenses against annual C&C CC budget
* Investigate new help/support technologies
* Manage Help Page effectiveness including the resources responsible for content of our Help pages
* Work with both CC and the BU to create long term partnership strategies around service and support
* Overall, ensure the appropriate C&C integration into the overall Yahoo Customer Care infrastructure
Job Qualifications
*Minimum of 5 years of Account Management at a senior level
*Minimum of 5 years experience in the communications sector
*Ability to work in a high activity/pace environment
*Excellent verbal and written communication skills to effectively communicate with various departments and levels within Yahoo!
*Excellent organizational skills and ability to work independently
*Analytical skills to interpret marketing, systems, and other technical information and form conclusions and/or recommendations
*Ability to handle ambiguity, juggle many tasks at once and quickly shift from one situation or task to another
*Must be able to bring order to a sometimes-chaotic environment
*Ability to handle confidential and sensitive employee information
*Experience with computer systems: MS Office required, MS Project a plus, Kana email management system a plus
*Project Management experience a plus
*BS Degree or equivalent experience required
*Some travel may be required
Yahoo! Inc. is an equal opportunity employer. For more information or to search all of our openings, please visit http://careers.yahoo.com.