Program Manager, CS Operations

Job Description

Wondery, an Amazon company, is a premium podcast studio known for character-driven, binge-worthy stories including Dr. Death, British Scandal, Even the Rich and Business Wars, as well as distribution of hit partner shows MrBallen, Morbid, and How I Built This. Wondery was behind six of the ''Top 25 New Shows of 2023'' (according to Podtrac) and is the #3 podcast network in the US (according to Podtrac and Triton) including Exposed, Ghost Story, Stolen Hearts, MrBallen's Medical Mysteries, Frozen Head, and Spellcaster. 54 shows from Wondery have hit #1 on Apple Podcasts. Many Wondery podcasts have been adapted for scripted television or streaming series, including Dr. Death and Joe vs Carole on Peacock and The Shrink Next Door and WeCrashed on Apple TV+. Wondery has gained critical acclaim and commercial success for its immersive approach to sonic, emotionally driven storytelling. The Wondery app offers a unique, personalized, podcast-first listening experience, including access to its premium offering Wondery+. With Wondery+, fans get a premium listening experience, including exclusive podcasts, early access to new episodes of hit shows, ad-free listening, merch discounts, live streamed events, and more.

A day in the life
What You'll Do:
* Serve as a fierce advocate for our customers, ensuring their needs and perspectives are fully represented
* Define and enforce clear SLAs for customer response times, issue resolution, and other key metrics
* Manage and mentor our L4 Customer Service Specialist, helping them develop their skills and providing guidance on complex issues
* Directly respond to customer inquiries
* Design and deliver reports on customer service metrics, trends, and issues to product and business stakeholders
* Audit and optimize our Zendesk instance to improve agent productivity, customer self-service, and reporting capabilities
* Serve as the main point of contact for our Zendesk relationship, managing the partnership and negotiating renewals/upgrades
* Own and continuously improve our customer-facing Knowledge Base, ensuring content is up-to-date and effective
* Analyze customer feedback and usage data to identify pain points and opportunities for improvement and evangelize improvement opportunities with product and other stakeholders
* Collaborate cross-functionally with product, engineering, and marketing teams to resolve customer issues and inform future roadmaps
* Plan for staffing growth to support the expanding customer base, ensuring optimal coverage and efficiency
* Stay up-to-date with industry trends and technologies to identify and implement innovative solutions
* Other duties as assigned

About the team
WONDERY is seeking a full-time Program Manager for Customer Service to manage and optimize our customer support operations. In this L5 role, you will be a fierce advocate for our customers, responsible for overseeing our L4 Customer Service Specialist, auditing and managing our Zendesk instance, maintaining our Zendesk relationship, building and delivering reports to product and business stakeholders, and owning our Knowledge Base. You will also directly handle select customer inquiries, plan for staffing growth, and build/maintain workflows for B2B inquiries.

You will be lead our Customer Service team, responsible for ensuring exceptional service to our listeners, subscribers, and a solid partnership with our internal stakeholders. This is a hands-on role that requires strong technical, analytical, and leadership skills to drive continuous improvement in our customer support processes and systems.

BASIC QUALIFICATIONS
* 2+ years of experience as a Customer Service or Technical Support Manager, preferably in a digital subscription-based business
* Proven track record of managing and optimizing help desk software, such as Zendesk
* Hands-on experience in directly handling customer inquiries and resolving complex issues
* Familiarity with customer service reporting and analytics tools
* Excellent communication, leadership, and problem-solving skills
* Proficient with MS Office and data analysis tools

PREFERRED QUALIFICATIONS
* Bachelor's degree in Business, Communications, or a related field
* Demonstrated ability to be a fierce advocate for customers
* Experience with podcast/audio streaming platforms and customer support
* Hands-on experience with Zendesk administration and customization
* Familiarity with Stripe, Google Play, or other billing and payment platforms
* Project management experience and the ability to manage multiple priorities
* Strong analytical and data-driven decision-making skills

Jobcode: Reference SBJ-d9mkkk-3-144-93-34-42 in your application.