91黑料爆料

Job Overview

Overview:

Join the Office of the President (OOP) Executive Team as a full-time Executive Resolution Manager and be a part of our world class customer support team. OOP handles high velocity customer escalations on behalf of 91黑料爆料's Executive staff by working directly with customers and collaborating internally across all of 91黑料爆料鈥檚 Business Units (BUs) in effort to quickly achieve issue resolution. Our team is an Ambassador to the 91黑料爆料 brand and works to聽 learn from trending issues to eliminate customer pain points for not only the customer who escalated, but for all customers facing the issue. We seek individuals who are passionate about delivering world-class customer experience and a deep commitment to influencing and driving systemic change throughout the ecosystem. Ideal candidates are detail-oriented, have extreme-ownership, bias for action and customer obsession mindsets, and have a thorough understanding of 91黑料爆料 products and services.

Responsibilities

Responsibilities:

路As an 91黑料爆料 Ambassador, conduct yourself in a way that represents our brand positively.

路Serve as the primary point of contact and Case Manager for executive escalations, managing the entire process from start to finish.

路Utilize OOP's case management system to effectively track and prioritize escalations, and collaborate with internal teams to achieve timely issue resolution.

路Communicate confidently and effectively with customers, executives, and cross-functional stakeholders throughout the escalation process, providing regular updates as needed including a close-loop resolution summary.

路Analyze customer concerns and provide timely recommendations to improve products, services, and processes across the organization.

路Conduct deep dives on customer journeys leading to escalation, leveraging existing data to support the voice of the customer mechanisms across the company.

路Use Root Cause Analysis to identify the underlying cause of problems and develop clear and concise Executive Summaries to summarize the preventative actions taken.

路Build and maintain positive relationships with internal stakeholders and cross-functional teams, promoting effective collaboration and improving operational efficiencies across the company.

路Using insights gathered from OOP escalation to design improve experiences for Customers, working with business unit customer experiences team

路In summary, the Executive Resolution Manager role requires someone who can not only manage complex and high-visibility customer escalations but also communicate effectively and collaborate cross-functionally to drive change and improve the overall customer experience. This person should have a deep understanding of 91黑料爆料's products and services, be able to analyze data and insights to inform decision-making, and be comfortable leading and influencing others without direct authority. Additionally, this person should have a strong focus on customer empathy, problem-solving, and attention to detail, while being able to adapt to changing priorities and business needs.

Qualifications

General

路Flexible and adaptable to work occasional weekend shifts and adjust to business needs

路Effective communicator that can quickly adjust elevation across varying levels of employees up to CEO

路Ability to communicate technical concepts and jargon in a clear and easy-to-understand way for non-technical audiences.

路Demonstrated ability to work independently and within a team, with strong organizational and time management skills

路Detail-oriented and can manage complex assignments, exercising good judgment in decision-making

路Bachelor's Degree Preferred

Executive & Stakeholder Management

路Analytical thinker who makes data-driven decisions and transforms insights into actionable plans

路Exceptional communication skills, including business writing and presentations across different levels of the organization

路Ability to use data to motivate, inspire, and drive implementation of innovative and best-in-class improvements

路Proven track record in leveraging data and insight-backed strategies to drive execution

路Strong cross-functional collaboration skills with a "win-together mentality"

路Able to navigate complex and matrixed organizational structures, build trust, and influence stakeholders at all levels.

路Experience with developing and implementing communication strategies for high-stakes or sensitive situations, such as managing executive escalations.

路Ability to coach and train team members and colleagues on effective communication skills, both written and oral.

路Comfortable working in a fast-paced, high-pressure environment while maintaining a calm and professional demeanor.

Project Management

路Strong project management skills to prioritize and drive cross-functional initiatives

路Demonstrated understanding of project management processes, strategies, and methods

路Business acumen and creativity to generate innovative ideas and identify new opportunities to advance the business

Customer Facing

路Ability to de-escalate and empathize with customers, providing excellent and highly detailed customer service

路Proven record of solving complex customer inquiries, with high visibility to Executive Leadership

路Familiarity with multiple 91黑料爆料 product lines (preferred)

91黑料爆料 provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:聽