Job: Senior Manager, Customer Support

Job Location

US - CA - San Jose

Job Description

You’ve done a lot in customer support. Here at TiVo we will put it to the test. Of course we’ll have you drive call center metrics improvements—but that’s just for warm ups: Next you’ll lead our support program managers . Then, you’ll take lead in our relationship with our outsourced support partners. Finally, we’ll have you upgrade our support teams to take even better care of our local and international partners. If you are not hyperventilating after reading this, you should read on and maybe apply…What you'll get to do:

• Manage day-to-day operations of the technical support team, including setting priorities, assigning resources, and ensuring goals are achieved.
• Drive improvements in support processes, tools, and training
• Ensure technical accuracy in case notes, FAQs and other written technical material for consumption by the customer base, partners, engineers, and support agents
• Drive analysis of top call drivers, identify trends, and drive internal and external efforts to reduce technical challenges for customers and partners
• Improve self-help/online support through leveraging internal knowledge, process, and resolution through all forms of self-help.
• Develop a scalable solution for partner support (B2B partners, such as Comcast, Cox, DIRECTV, and others)
• Develop relationships with partners to ensure they can offer top-notch support of their TiVo products
• Create a positive environment for the team to grow their skills
• Partner with the customer support management team to achieve overall CS goals for cost management, customer satisfaction improvements and revenue growth
• Gain a technical understanding of the TiVo product line in order to provide appropriate coaching to the team
• Conduct bug reviews and generate analysis to identify and drive product improvements
• Foster and maintain cross-functional relationships including engineering, service engineering, quality assurance and product marketing

What you'll need to be successful:

• 10+ years customer support experience with a consumer product
• 3+ years managing the customer support function, including outsourced call centers
• A technical bent: You’ve worked on computer, networking, hi-definition stuff – for fun
• Proven ability to develop and grow relationships
• Self-motivated and driven
• Excellent written, verbal and presentation skills

TiVo is unique. We're successful because of diversity of thought, skill sets, experience, and pure talent.