Customer Entitlements Manager

The Associated Press is an independent global news organization dedicated to factual reporting. Founded in 1846, AP today remains the most trusted source of fast, accurate, unbiasednews in all formats and the essential provider of the technology and services vital to the news business. More than half the world's population sees AP journalism every day.

The Customer Entitlements Manager will be responsible for ensuring the effective and efficient running of service entitlement operations supporting global revenue. The position will be responsible for managing a core team and will be the primary entitlement representative for the global business including interfacing with sales, product, technology, customer support, marketing, and finance. The position will monitor workflows and team metrics and will routinely run process enhancement initiatives to keep pace with evolving business needs. The customer experience will be a key driver for the position, framing work in context with customer retention.

Core Competencies:

Business Focus

The Customer Entitlements Manager must concentrate on how to distinguish service delivery and response times from our competitors. This will include a strong focus on internal processes to continually maximize opportunities and efficiencies between operations, sales, and product to reduce customer response times and promote consistent, accurate order fulfillment.

Customer Focus

The Customer Entitlements Manager must consider the customer experience with every activity the team performs. Guiding principles will be positive new customer onboarding and seamless service updates.

People Focus

The Customer Entitlements Manager must implement a process for recruiting, developing, and retaining good people. They should include opportunities for longer-term development and fostering a learning environment by encouraging ideas and providing continual challenge.

Responsibilities

• Work with manager to develop and maintain a clear entitlement operations strategy to meet customer needs and key strategic company projects.
• Take full responsibility for eAP in terms of entitlements requirements and work with Technology and Product to review improvement and development plans.
• Ensure tiered service levels are reviewed and met particularly for peak renewal periods.
• Lead the team through new initiatives, adjusting workflow as required.
• Work with product, platform, and contract management teams to build and maintain an efficient entitlement orders process and ensure conformity with licensed customer products.
• Ensure consistency between international and domestic entitlement processes and seek opportunities to harmonize policies and workflow globally. Seek to create or redesign processes to further optimize and extend global coverage as needed.
• Set and review quarterly and annual key performance indicators for all revenue-related activities.
• Work with products and editorial to ensure US elections readiness.
• Manage the team, support staff training, perform annual appraisals, track key performance indicators and metrics. Foster team development and knowledge sharing to reduce single-thread risks.
• Accept ad hoc responsibilities and participate fully in the Customer Operations team, presenting updates in team meetings and writing regular updates to management.

Individual

The position will demonstrate the following:

• Clear and consistent judgment
• Inspirational leadership and open communication
• Initiative with process enhancements and responsiveness with colleagues
• The ability to work effectively with other people as a leader or team member
• Understanding of customer and organization needs

Qualifications

• 2-3 years' work experience in sales operations or customer support roles
• Detailed-oriented with strong analytical and organizational skills
• Professional communicator and presenter
• Ability to multitask in prioritizing and meeting changing deadlines
• Excellent people skills: must work well in a team and be able to interact with colleagues on all levels
• Understanding of the customer sales cycle and requirements to meet customer expectations and sales team needs
• Highly creative but also process and result driven
• Solid computer and software skills
• Experience with Salesforce.com and SAP CRM are pluses

Application deadline is May 2, 2025 at 11:59PM EST.

AP seeks to build an inclusive organization grounded in respect for differences. We support all aspects of diversity and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, gender identity, disability, status as a veteran, or other characteristic protected by law.