Manager, Support Operations - FreeWheel
Company: Comcast Corporation
Location: Aurora
Posted on: April 24, 2024
Job Description:
FreeWheel, a Comcast company, provides comprehensive ad
platforms for publishers, advertisers, and media buyers. Powered by
premium video content, robust data, and advanced technology, we're
making it easier for buyers and sellers to transact across all
screens, data types, and sales channels. As a global company, we
have offices in nine countries and can insert advertisements around
the world.Job SummaryOur team of energetic, creative thinkers is
searching for its newest leader: A great person who enjoys good
work, impressive challenges, and the chance to embody FreeWheel's
tenets:
- Be Kind -- You come first. Take care of yourself, your families,
and your teammates.
- Assume Positive Intent - We are all in this together.
- Get it done.
ABOUT THE OPPORTUNITY:
FreeWheel Global Support is the service delivery leader in the
Premium Video Advertising Management industry. We help Customers
achieve success in the new TV ecosystem.
Our team's contribution is White Glove Service and our product is
knowledgeable, empowered customers who champion the FreeWheel
brand. The goal is the delivery of an excellent Customer Experience
across the product suite. The Global Support team are first in line
for actioning service excellence -- It is a job we take very
seriously.
We are searching for a Support leader for our ever diversifying and
expanding Support talent incubator. The ideal Support Manager,
Operations (SMO) will be a blend of effective team coach, skilled
risk manager, and intuitive talent nurturer. This individual will
have a demonstrable history of success in the services industry and
a proven record of accomplishment of operational and developmental
success. EQ is as important as IQ for this position.Job
DescriptionThe Manager drives service delivery at the Tier 1
support level. They will lead teams of highly motivated Support
Engineers and engage with the top-performing customers in the
Premium Video industry. The successful candidate will join a highly
entrepreneurial, globally distributed Support leadership team
consisting of Lead Support Engineers, Principal Support Engineers,
Managers, Sr. Managers, Directors, and Sr. Directors, all reporting
to the Executive Director of Global Support.This role is
responsible for the leadership, guidance, and overall prosperity of
US based support engineering teams across multiple product lines.
As Support Manager, you will be directly involved in the hiring,
on-boarding, and career development of the organization's most
important resources: its people. Through your guidance and
direction FreeWheel will be able to grow and develop its next
generation of leaders who will advance knowledge of the product and
further the excellent employee experience that we all value so
greatly. Utilizing the company operating goals as guidelines, the
candidate will provide:
- Team leadership and guidance of your assigned teams.
- The maintenance of a structured, but nurturing, space where
team members can contribute to the group's advancement and pursue
their own individual development simultaneously.
- Develop A+ Players ready for advancement to other FreeWheel
teams.
- Consistency of service delivery in a deliberately high-churn
operational environment.As a leader of some of our core teams, you
will have direct influence over how these valued customers
experience the FreeWheel brand. A core function will be the close
oversight and management of our operational processes to ensure
efficient operation, timely execution, and risk elimination.
Customer experience is the most valuable asset we have, and your
role is to make it good, better, and finally best in a way that is
approachable, replicable, and meaningful in a globally distributed
operating environment.
- Utilizing datasets, analysis, and evidentiary reporting,
maintain and improve support operations utilizing provided
operating metrics.
- Identify issues which may negatively impact customer
experience. Suggest and implement solutions if local to support,
participate in cross-departmental working groups if not.
- Maintain an operating environment of excitement, skills
development, and opportunity exploration amongst the support
engineers.
- Participate in policy management, maintenance, and the creation
of standards across teams.
- For the right candidate, this position will allow for
tremendous growth and the opportunity to deliver enterprise-level
Customer value to industry leaders in the TV ecosystem. While this
role can be Remote First, some travel may be needed. Some nights,
weekends, and live events awareness or direct management will be
needed.
- Preference may be granted to candidates who have experience
with the Beeswax product line.QUALIFICATIONS
- At least 2+ years of successful team management and direct
leadership of creative problem solvers or; At least 4+ years Sr.
Level experience with FreeWheel products and service delivery,
preferably in a respected team environment.
- A bachelor's degree or equivalent experience.
- Required background in computer software with preference toward
SAAS (software as a service). Candidates with advertising digital
experience will be prioritized.
- Advanced experience with a CRM (Customer Relations Management)
ticketing system, i.e.. Zendesk, Great Plains, Service Cloud, Jira,
ConnectWise, Autotask, etc.
- Demonstrable experience understanding technical and engineering
concepts, and translating them in simplified form.
- Experience hiring, training, and preparing junior team members
for success.
- A service mind-set coupled with a deep need to solve
problems.
- Must reside in Central or Eastern time zone - no
exceptions
- This position is not eligible for visa sponsorship. -Applicants
must be authorized to work for Comcast in the United States without
a current or potential future need for sponsorship.You are:
- Excited about the opportunity to make a real difference in a
rapidly evolving market.
- An instinctual and natural project manager, prioritizer, and
risk manager.
- Dedicated to the success and growth of not only yourself, but
everyone around you.
- A detail oriented, but creative thinker who finds personal
satisfaction when delivering on budget and on time.
- Excited when you get the opportunity to build spreadsheets and
find new ways to look at data to inform action.
- A perpetual improver who appreciates recent changes and
envisions ways to leverage them for even greater improvements.
- Able to "Be like water, my friend" and adapt to rapidly
changing circumstances.
- A forward-thinking optimist who appreciates a good cat
gif.Disclaimer:
- This information has been designed to indicate the general
nature and level of work performed by employees in this role. It is
not designed to contain or be interpreted as a comprehensive
inventory of all duties, responsibilities and
qualifications.Comcast is an EOE/Veterans/Disabled/LGBT
employer.#freewheeloperationsjobComcast is proud to be an equal
opportunity workplace. We will consider all qualified applicants
for employment without regard to race, color, religion, age, sex,
sexual orientation, gender identity, national origin, disability,
veteran status, genetic information, or any other basis protected
by applicable law.EducationBachelor's DegreeWhile possessing the
stated degree is preferred, Comcast also may consider applicants
who hold some combination of coursework and experience, or who have
extensive related professional experience.Relevant Work
Experience2-5 Years
Keywords: Comcast Corporation, Bolingbrook , Manager, Support Operations - FreeWheel, Executive , Aurora, Illinois
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