Manager of Customer Experience
Our company is committed to being trusted voices of light and truth reaching hundreds of millions of people worldwide.
The gist of it.
We're DDM. You're someone who truly cares about giving customers an experience they will be stoked by. So let's chat about how we can join forces like Rey Palpatine Skywalker and Kylo Ren in one of those many epic scenes in their trilogy (remember when they were trying to zap the bejeebers out of each other and inadvertently blew up that space cruiser trying to leave that dirt planet, that ship everybody thought Chewy was on...that was cray-cray).
Sorry, where were we?
Oh right, we're looking for a Customer Experience Manager (a CXM if you're into the hip, slightly pretentious tech scene that we've all evolved to be part of) to help us meet the needs of one of the largest user bases in Utah.
We operate some pretty weighty brands including KSL Classifieds, KSL.com, KSL Cars, KSL Homes, KSL Jobs, Utah.com, theMemories, and SeniorLeaf. As such, we touch a lot of people's lives in meaningful ways (mostly good, but sometimes in the face-palm ways).
What will the Customer Experience Manager do?
As part of this role, you will lead (and we mean that genuinely) an amazing team of Customer Support Representatives to make all of our customers and clients' dreams come true! Okay, that's a bit much, but if you're good at exceeding customer expectations in a support capacity you get what we're laying down there.
This role uniquely puts you at the center of everything going on in the company. You'll be involved in the operational and support functions across all of our products. You will endeavor to create an amazing work environment for your team and you'll be a critical part of our overall DDM culture.
You'll be focused on identifying and creating efficient, friction-free (nice lil' buzzword there, huh?) processes that solve problems neatly and timely.
Your day-to-day responsibilities will include:
- Leading a super cool team located both on-site and overseas
- Own the identification, vetting, and implementation of the CX team's roadmap items
- Oversee all support functions, including response quality and timeliness
- Collaborate with Product, Sales, Marketing, Finance and Design to accomplish various tasks and goals
- Work closely with the Director of Customer Experience on fraud efforts, site moderation, support tool development, and special projects as they arise
What will you need to succeed in this position?
- An obsessive desire to ensure the best experience is provided to those working with you and your team
- A sense of humor (even better if it's a good sense of humor, although we've been known to be amused by the odd pun)
- Experience working with SaaS platforms such as Zendesk and Salesforce
- Proven ability to lead a team while managing other duties
- The skills to turn reactive situations into proactive solutions
- The occasional desire to bring delicious baked goods to share with colleagues (you actually baking the goods yourself not required, but bonus credits will be given if you do...as long as they are "delicious". Otherwise...5 demerits for you.)
- Data-driven with the ability to create and report prompt results to stakeholders
- A Bachelor's degree or equivalent experience is preferred
- Familiarity with Agile and Six/Lean Sigma is important
What is great about working at DDM?
- We care about our place in and contribution to the world; we're not only focused on the health of the business, we care about our impact on other humans. It's right in our vision statement and our identified values.
- We have fun; we strongly believe that the time you spend at work should be productive AND also amusing.
- We take work/life balance seriously; no, really we do. We care about what we do and we expect the work to get done on time, but we know there are vitally important things about your life outside of work, and we want you to take those things just as seriously.
- We are passionately interested in trying the new and untested: Have a new idea? Perfect! That's exactly what we want to hear about, and exactly what we want to try out.
- Of course, there are also all the standard things that happen to be great at DDM, like competitive wages, opportunity for growth, stability, super-duper health benefits, a better than your average retirement plan, a pretty sweet office space, mass transit passes, breakfast bar, create-your-own soda machine, etc, etc, etc.
Have we piqued your interest?
If yes and you'd like to get in on this, attach your resume and cover letter and let's get going already!
Deseret Digital Media is an Equal Opportunity Employer. M/F/D/V
For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.