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Job ID :
Location :
Chicago, IL US
Level :
Senior Manager
Job Category :
Information Technology
Description :

Where good people build rewarding careers.

Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.

Job Description

Arity’s customers are our cornerstone.  The Customer Support Senior Manager is responsible for developing, executing and evolving the Customer Support strategy that will provide a premiere experience for our business to business and direct customers.  , The Customer Support Senior Manager sets the strategic direction for the support organization that align to the business objectives of the company, ensuring the structures and processes needed to effectively and efficiently deliver the mission of the company and of the Customer Success organization.  The Senior Manager creates a work environment that enables employees to be their best and deliver on their accountabilities, is also personally accountable for leading organizational change, delivering business results by working across the organization and development of employees.  The Senior Manager also demonstrates a high level of influence within their own organization, with their business partners, peer leaders and senior leaders. 

Job Responsibilities

Customer Support

  • •Scale, expand and evolve the capabilities of the existing Customer Support Team analysts and engineers to provide a high - quality service for customers, internal associates, and engineers with technical or software issues. 
  • Build a high performing, skilled, continuously evolving support team with appropriate customer collaboration and engineering skills to ensure customers have a premium experience and the organization operates with high efficiency providing relief and focus for other areas of the business. 
  • Collaborate with supervisors, team leaders and colleagues across the business and third parties to gather information, resolve and prevent future issues.
  • Manage the daily operations and functions Customer Support team, implementing customer experience centric, strategies, operations, and tools.
  • Establish performance targets for speed, efficiency and quality. 
  • Identify and implement necessary KPIs and measurements such as service level standards, response time, case management and closure, health, and customer experience .
  • Establish necessary customer feedback channels within the support team and across the organization
  • Maintain up-to-date knowledge of industry developments and involvement in networks. 
  • Monitor customer calls/interactions/channels and facilitate internal meetings to improve quality, minimize errors and track operative performance. 
  • Assist and/or facilitate critical and/or high-profile customer complaints or inquiries. 
  • Develop and evolve the necessary knowledge repository and documents, which assist the team to accurately diagnose issues and resolve customer inquiries in a timely manner while also relieving pressure on other business entities such as engineering.

People Management

  • Builds and maintains relationships with all levels of employees by creating an environment of safety and innovation within their organization and across peer groups
  • Identifies and proactively removes barriers to cooperative effort between teams and departments
  • Models and creates an environment of accountability for their organization, peer groups and leaders by setting clear performance objectives in support of business outcomes
  • Leads the process of establishing vision, direction and specific objectives for organization
  • Collects multiple levels of staff performance data against desired outcomes and service level agreements
  • Influences individual contributors, managers, partners, service providers and peers to successfully deliver on business commitments spanning across multiple organizations.
  • Partners with others in their organization to set and manage expectations; continually seeks opportunities to be a thought partner and increase internal business partner satisfaction and deepen relationships.   
  • Negotiates solutions for issues that may be complex or controversial across multiple teams/functional groups.
  • Adapts complex communication approaches for audiences at multiple internal and external levels

Job Qualifications

  • Education: Bachelors degree or equivalent; graduate degree ideal
  • Experience: 7 + years of management experience; should include accountability for all aspects of leading an organization including people processes, client/partner relationships, work processes and delivery of work products.  
  • Experience in running a high performing support center and operations in a SaaS and/or product based environment
  • Sourcing and outsourcing experience for call center operations, resourcing and capabilities.
  • Implementation and expansion experience with Customer Support and Customer Relationship management software.
  • Support leadership and experiences with SaaS based products and customers a plus
  • Engineering experience with mobile and/or product development a plus
  • Experience in Technical Support/Trouble Shooting Hardware and Software 
  • Strong written and verbal communication skills with the ability to communicate effectively 
  • Strong interpersonal and relationship management skills 
  • Passionate customer service orientation with experience in managing multiple stakeholders 
  • Ability to work within a fast-paced, change embracing corporate culture
  • Critical thinking and problem-solving skills, and a high level of attention to detail 
  • Displays sound business judgment and decision-making capability 
  • Displays high level of self-motivation 
  • Honesty, integrity and a strong level of drive and determination     

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.


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