Manager, Support Operations - FreeWheel
Company: Comcast Corporation
Location: Chicago Ridge
Posted on: April 16, 2024
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Job Description:
FreeWheel, 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.Job SummaryOur team of energetic, creative thinkers is
searching for its newest leader: A great person who enjoys good
work, impressive challenges, and the chance to embody FreeWheel's
tenets: - Be Kind -- You come first. Take care of yourself, your
families, and your teammates. - Assume Positive Intent - We are all
in this together. - Get it done.ABOUT THE OPPORTUNITY:FreeWheel
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 FreeWheel 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 is a job we take very seriously.We are searching for a Support
leader for our ever diversifying and expanding Support talent
incubator. The ideal Support Manager, Operations (SMO) will be a
blend of effective team coach, skilled risk manager, and intuitive
talent nurturer. This individual will have a demonstrable history
of success in the services industry and a proven record of
accomplishment of operational and developmental success. EQ is as
important as IQ for this position.Job DescriptionThe Manager drives
service delivery at the Tier 1 support level. They will lead teams
of highly motivated Support Engineers and engage with the
top-performing customers in the Premium Video industry. The
successful candidate will join a highly entrepreneurial, globally
distributed Support leadership team consisting of Lead Support
Engineers, Principal Support Engineers, Managers, Sr. Managers,
Directors, and Sr. Directors, all reporting to the Executive
Director of Global Support.This role is responsible for the
leadership, guidance, and overall prosperity of US based support
engineering teams across multiple product lines. As Support
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
FreeWheel 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.
Utilizing the company operating goals as guidelines, the candidate
will provide:Team leadership and guidance of your assigned
teams.The maintenance of a structured, but nurturing, space where
team members can contribute to the group's advancement and pursue
their own individual development simultaneously.Develop A+ Players
ready for advancement to other FreeWheel teams.Consistency of
service delivery in a deliberately high-churn operational
environment.As a leader of some of our core teams, you will have
direct influence over how these valued customers experience the
FreeWheel brand. A core function will be the close oversight and
management of our operational processes to ensure efficient
operation, timely execution, and risk elimination. Customer
experience is the most valuable asset we have, and your role is to
make it good, better, and finally best in a way that is
approachable, replicable, and meaningful in a globally distributed
operating environment.Utilizing datasets, analysis, and evidentiary
reporting, maintain and improve support operations utilizing
provided operating metrics.Identify issues which may negatively
impact customer experience. Suggest and implement solutions if
local to support, participate in cross-departmental working groups
if not.Maintain an operating environment of excitement, skills
development, and opportunity exploration amongst the support
engineers.Participate in policy management, maintenance, and the
creation of standards across teams.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. While this role can be Remote First, some travel may
be needed. Some nights, weekends, and live events awareness or
direct management will be needed.Preference may be granted to
candidates who have experience with the Beeswax product
line.QUALIFICATIONSAt least 2+ years of successful team management
and direct leadership of creative problem solvers or; At least 4+
years Sr. Level experience with FreeWheel products and service
delivery, preferably in a respected team environment.A bachelor's
degree or equivalent experience.Required background in computer
software with preference toward SAAS (software as a service).
Candidates with advertising digital experience will be
prioritized.Advanced experience with a CRM (Customer Relations
Management) ticketing system, i.e.. Zendesk, Great Plains, Service
Cloud, Jira, ConnectWise, Autotask, etc.Demonstrable experience
understanding technical and engineering concepts, and translating
them in simplified form.Experience hiring, training, and preparing
junior team members for success.A service mind-set coupled with a
deep need to solve problems.Must reside in Central or Eastern time
zone - no exceptionsThis position is not eligible for visa
sponsorship. -Applicants must be authorized to work for Comcast in
the United States without a current or potential future need for
sponsorship.You are:Excited about the opportunity to make a real
difference in a rapidly evolving market.An instinctual and natural
project manager, prioritizer, and risk manager.Dedicated to the
success and growth of not only yourself, but everyone around you.A
detail oriented, but creative thinker who finds personal
satisfaction when delivering on budget and on time.Excited when you
get the opportunity to build spreadsheets and find new ways to look
at data to inform action.A perpetual improver who appreciates
recent changes and envisions ways to leverage them for even greater
improvements.Able to "Be like water, my friend" and adapt to
rapidly changing circumstances.A forward-thinking optimist who
appreciates a good cat gif.Disclaimer:This information has been
designed to indicate the general nature and level of work performed
by employees in this role. It is not designed to contain or be
interpreted as a comprehensive inventory of all duties,
responsibilities and qualifications.Comcast is an
EOE/Veterans/Disabled/LGBT employer.#freewheeloperationsjobComcast
is proud to be an equal opportunity workplace. We will consider all
qualified applicants for employment without regard to race, color,
religion, age, sex, sexual orientation, gender identity, national
origin, disability, veteran status, genetic information, or any
other basis protected by applicable law.EducationBachelor's
DegreeWhile possessing the stated degree is preferred, Comcast also
may consider applicants who hold some combination of coursework and
experience, or who have extensive related professional
experience.Relevant Work Experience2-5 Years
Keywords: Comcast Corporation, Chicago , Manager, Support Operations - FreeWheel, Executive , Chicago Ridge, Illinois
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