Associate Director, Customer Advocacy

SiriusXM and Pandora have joined together to create the leading audio entertainment company in the U.S. Together, we are uniquely positioned to lead a new era of audio entertainment by delivering the most compelling subscription and ad-supported audio experiences to millions of listeners -- in the car, at home and on the go. Our talent, content, technology and innovation continue to be at the forefront, and we want you to be a part of it! Check out our current openings below and at www.siriusxm.com/careers.

Position Summary:

Position will strategically manage SiriusXM’s Customer Service Satisfaction program focused on improving SiriusXM customer’s contact (call and chat/messaging) experience while driving measurable improvements in customer retention, operational and business processes. The position requires a deep understanding of contact/call center operations, technologies and extensive experience in the satisfaction survey processes and industry tools. The ability to build cross functional relationships is critical to mobilize customer touch points that impact the customer experience. 

Duties and Responsibilities:

• Manage program & team to ensure
  • The successful generation, collection and processing of surveys meet established timelines adhering to established business rules
  • Expertise of the survey tool’s capabilities in order to maintain, update survey and dashboards to meet evolving business needs
  • Respond to field issues and questions about survey data and dashboards
  • Complete analysis of survey response data to drive operational accountability and reveal opportunities to improve business processes and practices
  • Manage changes to the survey, business rules and dashboard to drive more insights to help drive business or operational changes.
  • Manage “closed loop” or callback process to resolved customer concern and collect intel on opportunities to improve business processes and practices
  • Conduct listening/transcript sessions as needed
• Migrate & Manage Chat/messaging survey process into inbound call CSAT program 
• Build synergies between operational platforms and programs: Repeat Callers, Call Miner, Digital Experience, and Marketing Analytics
• Ensure data processing maximizes and evolves with changing Qualtrics and SiriusXM systems. Manage data functions and house data strategically
• Manage/facilitate both collection and analysis of customer attribute data
• Present CSAT findings throughout the organization (internal & external) to facilitate change: host weekly, monthly and quarterly meetings
• Manage Ad hoc projects

Supervisory Responsibilities:

• Manage an internal resource to drive the actions list above and improve and expand the CSAT program

Minimum Qualifications:

• 5-7 years in call center operations
• 2 years of CSAT program experience (preferably experience with Qualtrics)
• Bachelor’s degree with a concentration in science, technology, engineering, commerce, business or a related field.

Requirements and General Skills:

• Proven ability to successfully build scalable programs, track, prioritize, and drive multiple concurrent projects from beginning to end. This position is expected to utilize data and metrics to communicate strategy to internal stakeholders and external clients.
• Entrepreneurial spirit with a high tolerance for ambiguity and complexity. Ability to be efficient with limited resources, to understand business needs and to communicate and present to Senior Management effectively.
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment while still driving towards results
• Ability to consider implications beyond individual customers, thinking holistically about the operation, partnerships with vendors and internal staff
• Ability to work independently and self-initiate to resolve issues.
• Clear verbal and excellent written communication skills.
• Ability to pay attention to details and be organized.
• Commitment to external and internal customer service principles.
• Good public speaking and presentation skills
• Advanced analytical and problem-solving skills.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Must have legal right to work in the U.S.

Technical Skills:

• Expert in Excel, PowerPoint and Microsoft Office tools 

More details about our company benefits can be found here!

Our goal at SiriusXM Pandora is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM Pandora is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.