Tbwa Chiat/Day Inc
Sr Manager, Digital Support New United States, San Mateo, CA
Tbwa Chiat/Day Inc, San Mateo, California, United States, 94409
PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5, PlayStation4, PlayStationVR, PlayStationPlus, acclaimed PlayStation software titles from PlayStation Studios, and more.PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.Sr Manager, Digital Support
At PlayStation, we are dedicated to providing exceptional digital support experiences for our customers. As the Senior Manager of Digital Support, you will guide the vision and strategy for our digital support operations, ensuring a seamless and hassle-free customer journey. This is an outstanding opportunity to craft the future of digital support in a dynamic and pioneering environment, collaborating with top-tier teams and using AI technology.Key Responsibilities
Lead the vision and strategy for delivering Digital Support operations, focusing on providing a streamlined consumer experience. Develop and implement comprehensive strategies for Digital Support operations, including technology platform integration and future-proof technology recommendations. Work with CX Product Support, Innovation & Technology, and Online Support teams to develop and manage a digital support strategy. This includes creating operational plans, digital service frameworks, and selecting the right technologies to meet business goals. Define comprehensive digital support requirements across multiple domains, including Inbound Sales, Consumer Post-Care (including Tech Services), AI Chatbots, Knowledge Management, and Social Care, ensuring a frictionless consumer journey. Lead the Digital Support Experience team, driving return on investment in digital support, consumer dedication, and CSAT.Required Skills and Experience
Why Join PlayStation?At PlayStation, we believe in encouraging a collaborative and inclusive environment where creativity and innovation can thrive. By joining our team, you will have the opportunity to work with dedicated and passionate professionals in the industry. We provide competitive salaries, comprehensive benefits, and opportunities for professional growth and development. Join us and be part of a company that is crafting the future of entertainment.Identify and deploy innovative performance and achievement recognition activities through financial and non-financial rewards.Coordinate onboarding and continuous training programs to ensure the skills of the Digital Support Experience team meet the evolving demands of our customers.Monitor consumer sentiment and Digital Support performance, providing feedback to improve sales conversion rates while maintaining an excellent consumer experience.Establish and maintain consumer feedback loops to constantly refine and improve the consumer digital journey.Proven experience in leading digital support operations, preferably within a fast-paced and innovative environment.Strong understanding of technology platform integration and the ability to recommend future-proof technology solutions.Exceptional collaboration skills with the ability to work effectively with cross-functional teams, including CX Product Support, Innovation & Technology, and Online Support groups.Demonstrated ability to successfully implement digital support strategies and operational plans.Strong leadership capabilities with a track record of driving team performance and achieving business goals.Experience in defining digital support requirements across multiple domains such as Inbound Sales, Consumer Post-Care, AI Chatbots, Knowledge Management, and Social Care.Excellent analytical skills to monitor consumer sentiment and support performance, providing actionable feedback to improve the consumer experience.Ambitious and innovative attitude with the ability to identify and implement performance recognition activities.Strong communication skills and the ability to establish and maintain consumer feedback loops.#LI-BR1Please refer to ourCandidate Privacy Notice for more information about how we process your personal information, and your data protection rights.At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location.
Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.
In addition, this role
is eligible
for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products.
This role also may be eligible for a bonus package.
Click
here
to learn more.The estimated base pay range for this role is listed below.$186,800 - $280,200 USDEqual Opportunity Statement:Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.Apply for this job
*indicates a required fieldFirst Name *Last Name *Email *Phone *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfLinkedIn ProfileWebsiteHave you ever worked for a Sony company previously? *
Select...Are you authorized to work in the United States? *
Select...Will you now, or in the future, require sponsorship to work in the United States? *
Select...Will you need relocation assistance to work at this role's specified location? *
Select...Are you related to, or in a close personal relationship with, anyone who currently works for SIE or any SIE-affiliated studios? (This includes spouses, domestic partners, and significant others.) *
Select...If yes, please state their name, the department or studio they work for, and their job title (if you know it).By selecting "Yes", I am certifying that, to the best of my knowledge, the information I have provided in this employment application is true and correct. *
Select...US Voluntary Demographic Question
Voluntary Self-IdentificationOur vision at PlayStation is to bring out the best in our global team members by creating a sense of belonging, being a place where they can grow, and ensuring everyone feels valued, heard, and supported so we can push the boundaries of play. That vision begins our candidates, and we are working to better understand the diversity of our candidate population.
This data will also be aggregated and sent to the government for reporting purposes. Please know that the completion of this form is entirely voluntary. Your personally identifiable information (name, address, etc) will not be considered in the hiring process or thereafter. Any information that you choose to provide will be recorded and maintained in a confidential file for XX time.Protected VeteranYou are a “protected veteran” under United States law if any of the following apply to you:Disabled Veteran: a veteran of the U.S. military who is entitled to compensation (or who would be entitled to compensation if not for the receipt of military retired pay) under the administration of the Secretary of Veterans Affairs and/or a person who was discharged or released from active duty because of a service-connected disability.Recently Separated Veteran: a veteran who has discharged or released from active duty in the U.S. military within the last three years.Armed Forces Service Medal Veteran: a veteran who, while serving on active duty in the U.S. military, participated in a U.S. military operation for which an Armed Forces Service Medal was awarded pursuant to Executive Order 12985.DisabilityUnder U.S. law, you are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and will not be seen by selecting officials or anyone else involved in making personnel decisions, nor will it be shared with our accommodations team . Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past.
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At PlayStation, we are dedicated to providing exceptional digital support experiences for our customers. As the Senior Manager of Digital Support, you will guide the vision and strategy for our digital support operations, ensuring a seamless and hassle-free customer journey. This is an outstanding opportunity to craft the future of digital support in a dynamic and pioneering environment, collaborating with top-tier teams and using AI technology.Key Responsibilities
Lead the vision and strategy for delivering Digital Support operations, focusing on providing a streamlined consumer experience. Develop and implement comprehensive strategies for Digital Support operations, including technology platform integration and future-proof technology recommendations. Work with CX Product Support, Innovation & Technology, and Online Support teams to develop and manage a digital support strategy. This includes creating operational plans, digital service frameworks, and selecting the right technologies to meet business goals. Define comprehensive digital support requirements across multiple domains, including Inbound Sales, Consumer Post-Care (including Tech Services), AI Chatbots, Knowledge Management, and Social Care, ensuring a frictionless consumer journey. Lead the Digital Support Experience team, driving return on investment in digital support, consumer dedication, and CSAT.Required Skills and Experience
Why Join PlayStation?At PlayStation, we believe in encouraging a collaborative and inclusive environment where creativity and innovation can thrive. By joining our team, you will have the opportunity to work with dedicated and passionate professionals in the industry. We provide competitive salaries, comprehensive benefits, and opportunities for professional growth and development. Join us and be part of a company that is crafting the future of entertainment.Identify and deploy innovative performance and achievement recognition activities through financial and non-financial rewards.Coordinate onboarding and continuous training programs to ensure the skills of the Digital Support Experience team meet the evolving demands of our customers.Monitor consumer sentiment and Digital Support performance, providing feedback to improve sales conversion rates while maintaining an excellent consumer experience.Establish and maintain consumer feedback loops to constantly refine and improve the consumer digital journey.Proven experience in leading digital support operations, preferably within a fast-paced and innovative environment.Strong understanding of technology platform integration and the ability to recommend future-proof technology solutions.Exceptional collaboration skills with the ability to work effectively with cross-functional teams, including CX Product Support, Innovation & Technology, and Online Support groups.Demonstrated ability to successfully implement digital support strategies and operational plans.Strong leadership capabilities with a track record of driving team performance and achieving business goals.Experience in defining digital support requirements across multiple domains such as Inbound Sales, Consumer Post-Care, AI Chatbots, Knowledge Management, and Social Care.Excellent analytical skills to monitor consumer sentiment and support performance, providing actionable feedback to improve the consumer experience.Ambitious and innovative attitude with the ability to identify and implement performance recognition activities.Strong communication skills and the ability to establish and maintain consumer feedback loops.#LI-BR1Please refer to ourCandidate Privacy Notice for more information about how we process your personal information, and your data protection rights.At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location.
Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.
In addition, this role
is eligible
for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products.
This role also may be eligible for a bonus package.
Click
here
to learn more.The estimated base pay range for this role is listed below.$186,800 - $280,200 USDEqual Opportunity Statement:Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.Apply for this job
*indicates a required fieldFirst Name *Last Name *Email *Phone *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfLinkedIn ProfileWebsiteHave you ever worked for a Sony company previously? *
Select...Are you authorized to work in the United States? *
Select...Will you now, or in the future, require sponsorship to work in the United States? *
Select...Will you need relocation assistance to work at this role's specified location? *
Select...Are you related to, or in a close personal relationship with, anyone who currently works for SIE or any SIE-affiliated studios? (This includes spouses, domestic partners, and significant others.) *
Select...If yes, please state their name, the department or studio they work for, and their job title (if you know it).By selecting "Yes", I am certifying that, to the best of my knowledge, the information I have provided in this employment application is true and correct. *
Select...US Voluntary Demographic Question
Voluntary Self-IdentificationOur vision at PlayStation is to bring out the best in our global team members by creating a sense of belonging, being a place where they can grow, and ensuring everyone feels valued, heard, and supported so we can push the boundaries of play. That vision begins our candidates, and we are working to better understand the diversity of our candidate population.
This data will also be aggregated and sent to the government for reporting purposes. Please know that the completion of this form is entirely voluntary. Your personally identifiable information (name, address, etc) will not be considered in the hiring process or thereafter. Any information that you choose to provide will be recorded and maintained in a confidential file for XX time.Protected VeteranYou are a “protected veteran” under United States law if any of the following apply to you:Disabled Veteran: a veteran of the U.S. military who is entitled to compensation (or who would be entitled to compensation if not for the receipt of military retired pay) under the administration of the Secretary of Veterans Affairs and/or a person who was discharged or released from active duty because of a service-connected disability.Recently Separated Veteran: a veteran who has discharged or released from active duty in the U.S. military within the last three years.Armed Forces Service Medal Veteran: a veteran who, while serving on active duty in the U.S. military, participated in a U.S. military operation for which an Armed Forces Service Medal was awarded pursuant to Executive Order 12985.DisabilityUnder U.S. law, you are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and will not be seen by selecting officials or anyone else involved in making personnel decisions, nor will it be shared with our accommodations team . Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past.
#J-18808-Ljbffr