Director, Care Operations

Company: New York Times
Location: New York
Posted on: March 20, 2023

Job Description:

The of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It's why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It's why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it's why our business strategy centers on making journalism so good that it's worth paying for. -Note for US based roles: Any offer of employment is contingent on providing proof of Covid-19 vaccination prior to your start date,subject to approved medical and/or religious exemptions, in accordance with applicable law.Job DescriptionThis is a vital moment in the life of The New York Times. We have declared ourselves a subscription-first company-staking our future on producing journalism worth paying for and developing deeper relationships with our subscribers. - -Customer Care is at the center of these efforts. As Director of Care Operations, you will be responsible for overseeing a team of 50+ in-house agents and managers. Working alongside our support managers, you will set the strategy for how we optimize our customer experience during every interaction, ensuring agents feel empowered to solve problems creatively on their own. - You are bold and not afraid to take risks that will - transform what great customer service looks like at The New York Times. -You will report to the Managing Director of Care Operations working on a diverse team with a customer-focused mission.Responsibilities: -

• Manage and develop a team of in-house agents handling our most complex and sensitive customer issues across phone, email and live chat
• Own the strategy for how our in-house team supports customers. Partner with QA, Training and Content and Workforce Management teams to roll out changes to processes and policies
• Drive day-to-day operational performance, optimizing key metrics like Customer Effort Score, Quality Assurance, Productivity, Service Levels and Shrinkage, among others
• Take especially tough customer escalations, manage them well, make sure we solve any underlying problems
• Build a culture of excellence and collaboration that allows agents to thrive and feel psychologically safe
• Ensure agents and managers have clear development plans and career paths both within Care and throughout The TimesQualifications: -
  • You have 10+ years of progressive customer care management experience. Bonus points for experience with both in-house and outsourced teams
  • You can point to specific examples in your career when you've been responsible for setting the strategy and roadmap for critical business functions
  • You're a strategy person and an execution person, excelling at both 30,000 feet and ground level. You can effectively context shift between the two - and more importantly you know when it's necessary to do so
  • You are super reliable. You do what you say you're going to do, when you say you're going to do - or you reset expectations with plenty of lead time. Always
  • You have mastered the art of customer satisfaction. You know the right on-brand words, tone, tactics and experience engineering tools to use to de-escalate tough situations and provide effortless support
  • You're a fantastic communicator, both in writing and verbally. People rarely have to guess what you mean and you naturally balance the tension between too much information / not enough information
  • You build and maintain a strong culture within your team. You foster a spirit of teamwork and unity amongst team members that allows them to take risks, learn from mistakes, and - work together allowing the team to grow
  • You're an outstanding project manager and have demonstrated experience seeing them through from conception to completion on-time, on-budget and achieving your stated goals. You're great at prioritizing work and getting buy-in from partners on your roadmap
  • You are passionate about your team's development and career progression. You take time to develop your team's skills and create stepping stones that will provide opportunities for growth
  • You're willing to travel on an as-need basis and keep Eastern time zone business hoursLocation: RemoteThe annual base pay range for this role is between $139,000.00 and $169,000.00. -The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.The New York Times Company is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. The New York Times Company will provide reasonable accommodations as required by applicable federal, state, and/or local laws, and will consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable "Fair Chance" laws.

Keywords: New York Times, New York , Director, Care Operations, Executive , New York, New York