Manager, Support Operations - FreeWheel - NYC, On Site

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 Summary

Our 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 Description

Job Description

Our 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’s a job we take very seriously.

We are searching for a Support leader for our rapidly evolving Support team. The ideal Support Operations Manager (SOM) 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.

Responsibilities

The SOM drives service delivery at the Tier 2 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 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.

• 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 FreeWheel team.
  
  

As a leader for the region you will have direct influence over how these valued customers experience the FreeWheel brand. A core function will be the direct engagement of our customers and fostering their contributions to the development of our services, team, and organization. This will include RFP-help, service renewals, customer visits, on-boarding sessions, and highly-engaging presentations.

• 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.
  
  

Working with the Support Leadership team, you will help to identify process optimizations and polices. These policies should be scrutinized and optimized to improve deliver excellent Customer Experience by improving the Support Engineer work environment. Policies should be easy to access, interpret, and execute consistently across the teams. Data is a major part of the Support toolbox. Actions must be rooted in substantiated information and decisions made using hard evidence, collective intelligence, and experiential instinct.

• 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 may be needed. On-call rotational work on some nights, weekends, and during live events will be needed.

Qualifications

• At least 3 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 prefence toward SAAS.
• Advanced experience with a CRM ticketing system, ie. 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 solve problems.
  
  

You Are

• Excited about the opportunity to make a real difference in a rapidly evolving market.
• A creative thinker who thrives on solving complex problems, delivering elegant solutions, and balancing evolving priorities.
• A business process wonk who gets excited about how companies engage with their customers.
• A perpetual improver who appreciates recent changes and envisions ways to leverage them for even greater improvements.
• Deeply interested in Premium Video and the opportunity to make a deep impact on the future of Television.
• Able to “Be like water, my friend” and adapt to rapidly changing circumstances.
• A forward-thinking optimist who appreciates of a good cat gif.
  
  

Comcast is 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.

Skills

Service Level Agreement (SLA); Documentations; Service Delivery; Team Management; People Leadership

Salary

Primary Location Pay Range: $101,425.86 - $152,138.79

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While 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 Experience

5-7 Years