Team Manager, Customer Care
Newark, New Jersey
Job ID: 864996
You’re a problem-solver and an amazing customer service coach. You can supervise team leaders, their representatives, and encourage continual improvement. We have a culture that promotes empowerment, taking initiative, finding solutions, collaboration, and having fun. Beyond trouble-shooting, you’ll provide an incredible customer experience through your leadership and hands-on engagement. If this sounds like you, you might be the Audible Customer Care Team’s next Team Manager!
Your experience includes delivering results, working in a faced-paced environment, possessing a positive work ethic, and displaying reliability.
· Managing the success of a team of 15-20 representatives and Team Leads.
· Being passionate about delivering an exceptional customer experience and best practices to resolve customer concerns.
· Driving and meeting performance goals, including weekly progress reports.
· Overall direction, coordination, motivation, and evaluation of the team.
· Conducting monthly, mid-year, and annual performance reviews.
· The practice of Audible policies and procedures regarding motivation, rewards, discipline, conflict resolution, interviews, attendance, and training.
· Ownership of the individual growth of people-leading Team Leads to develop advanced managerial skillsets.
· Implementing experimental bar-raising customer service methodologies and providing detailed feedback as directed by the Group Manager.
· Staying current with the industry.
· Data analysis for performance evaluation.
· Contributing to a diverse team.
Audible, Inc. is the world’s largest seller and producer of spoken audio entertainment, information and educational programming. Since inventing and commercializing the first portable digital audio player in 1997, our focus on technological innovation and superior programming has earned us millions of subscribers around the world. We’re an Amazon subsidiary with a presence on four different continents, yet we maintain a startup vibe and small company feel. We offer more than 475,000 downloadable audiobooks, audio editions of periodicals, and other programs, and an escalating array of listening products that enrich daily life for a growing population of people who want to be more productive, well-informed, and thoughtfully entertained.