Univision

ABOUT THE ROLE & TEAM:

TelevisaUnivision is the leading Spanish-language media company in the world! We’re investing in our content, our people, and our properties, which span digital, streaming, social, audio, linear and live events. We’re growing our offerings, building on the launch of our successful streaming platform ViX and ViX+.

TelevisaUnivision is seeking an experienced Senior Director of Customer Care will own, create, and deliver the most customer-centric experience for our new Televisa / Univision streaming platform in the US, Mexico, and rest of LatAM. Reporting directly to the SVP, Lifecyle Marketing, this leader should be self-driven, creative, analytical and a customer care builder at the same time. This seasoned professional will create an inspiring culture for our customer care agents in-house and remote across countries. Doing so we will ensure we can deliver best-in-class support and impress our users daily. This person should be a mentor to others, a supervisor that can create a high performing team that can deliver results with speed and quality. We are disrupting the industry with our first Hispanic streaming service and our goal is to delight our customers every day. 

YOUR DAY-DAY:

• Lead and retain a high-standard world-class care organization to make it a memorable experience for our users 
• Responsible for in-house and remote agents to support US, Mexico and LatAM countries 100% in Spanish and English
• Develop a close understanding of the product to deliver high quality support via email, voice, social media and chat while overseeing the implementation of support channels, including self-service. 
• Oversee the strategy, planning, execution and optimization of service processes and tools and drive continuous improvement in our customer service team
• Champion positive change to improve service levels, increase customer satisfaction, reduce resolution times and lower operating costs to help us manage critical operational KPIs to achieve broader company goals
• Manage budget, drive capacity planning and identify needs and present investments required to improve service levels, resolution rates and customer experience
• Drive Product & Customer Success feedback loop for continuous improvement and learning across the business
• Leverage data and tech enabled operations to Implement and scale the tools and mechanisms of communications to empower agents the retention, engagement, upsell, cross-sell and troubleshooting of customers 
• Build and maintain strong relationships with internal and external stakeholders, including clients, partners and vendors
• Ownership of third party contracts, the financials and performance of all vendors that support our network and customer outcomes
• Provide cross-functional and strategic leadership in support of NPS initiatives, including surveys
• Stay up to date with industry trends and best practices related to customer support and digital capabilities

YOU HAVE:

• Minimum 10 years’ experience or equivalent in Customer Care 
• Strong command of Spanish and Hispanic market in the US and LatAM 
• Experience overseeing an outsourced support team of 100+ agents 
• Hands on experience with customer service, customer relationship management, customer experience, using product and technology to improve organization capability; the ideal candidate has experience with multiple customer service channels including call center, social media, chat, and email operations 
• Possess exceptional verbal and written communication skills; clear, concise, unambiguous, and structured 
• Ability to create a sustainable and dynamic work environment that attracts and retains the best talent in the department 
• Strong use of analytics, customer research and business cases to drive decisions and improve customer experiences 
• Excellent communication and teamwork skills 
• A quick learner, a self-starter, able to work independently 

(Required Skills, Experience & Qualifications)

• Ability to thrive in a high pressure and rapidly changing, less structured environment
• Ability to multi-task, meet deadlines, and maintain focus and confidentiality
• Strong relationship building ability
• Excellent written and verbal communication skills
• Full professional proficiency in English and Spanish
• Has knowledge of and actively consumes Univision content, a plus!

ELIGIBILITY REQUIREMENTS

• Employment/education will be verified
• Applicants must be currently authorized to work in the United States on a full-time basis

OUR BENEFITS:

TelevisaUnivision believes that a happy, well-balanced employee is what makes our culture thrive. We offer a wide selection of perks and benefits including PTO; tuition reimbursement; wellness and employee support programs; 401K; and life and other insurance plans. This is all in addition to our comprehensive and competitive health benefits package featuring medical, dental and vision coverage options.

SALARY RANGE:

$131,000 - $219,000 + benefits

Univision is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.