POSTED Jan 14

Customer Experience Manager - SeatGeek Enterprise at SeatGeek

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

SeatGeek’s customer base—and our Customer Experience (CX) team—are rapidly growing. As the voice of SeatGeek to our customers, our CX team is dedicated to providing ridiculously good experiences.

We’re looking to hire a CX Manager to support our SeatGeek Enterprise (SGE) team. This role manages the subteam responsible for supporting SGE season ticket holders, box office staff, and related ticket buying activities. You’ll join our veteran, proud and highly effective CX leadership group. You’ll have a chance to let your strategic, planning, cross-team collaboration, people management and general leadership skills shine, while playing a huge role in shaping the direction of one of the largest teams in the company.

What you'll do

Oversee and guide all aspects of CX SGE efforts:

  • Develop the organizational structure by identifying when additional roles are needed, building the business case and onboarding the right people for those roles
  • People management duties for most key players in this org
  • Training (initial, and re-training, up-training) efforts across the whole CX department
  • Help drive development and effective management of SGE CX metrics and performance
  • Management of key SGE-support tools (SGOogle, Unify, SRO), including agent onboarding, training and ongoing maintenance
  • Managing key internal relationships and partnerships: relationship-building with various SGE subteams responsible for client support, onboarding, event pre/onsales, client and fan happiness
  • Relationship-building with key clients, including guiding others’ efforts and direct meetings, travel, as needed
  • Development of team goals and strategic planning

Other responsibilities include:

  • Leading / co-leading team meetings
  • Proactively and appropriately identify and communicate site support and customer experience issues, and proposed solutions when appropriate, to senior leadership and other cross-functional departments
  • Help to maintain and improve upon an already-spectacular culture and sense of camaraderie on the team
  • Embody the fan-first, enthusiastic, proud, resilient spirit of the CX team; lead by example!

What you have

  • 3+ years in a leadership role on a CX / support team
  • You have experience leading strategic thinking for a CX / support team
  • You have superior communication skills and are highly collaborative; experience working on cross-team initiatives a major plus
  • Client support experience a huge plus
  • Leadership abilities
  • You’re passionate about data and driving better individual and team performance through effective management of key performance metrics
  • You have a strong work ethic, keep a level head, and don’t get flustered easily
  • Able to adapt extremely quickly and help guide a team through changes: organizational strategic changes, new product releases, new clients, new procedures, etc.

Perks

  • Equity stake
  • Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
  • A WFH stipend to support your home office setup
  • Flexible PTO
  • Up to 16 weeks of paid family leave
  • 401(k) matching program
  • Health, vision, dental, and life insurance
  • Annual subscriptions to Headspace, Ginger.io, and One Medical
  • $120 a month to spend on tickets to live events
  • Annual subscription to Spotify, Apple Music, or Amazon music

SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us! 

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