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CX Senior Manager - Portland, OR
SeatGeek’s customer base, and our Customer Experience (CX) team, are rapidly growing. As the voice of SeatGeek to our customers, our CX team is dedicated to providing ridiculously good experiences.

Amidst our growth, we’re looking to hire a Senior Manager to provide additional seasoned leadership and ensure we scale successfully. You’ll join a CX leadership group which consists of our CX Director (to whom you’ll report) and a veteran, highly effective group of CX Team Leads and Specialists. You’ll have a chance to let your people management, strategic, and general leadership skills shine, while playing a huge role in shaping the direction of one of the largest and fastest-growing teams in the company.

What You'll Do

Strategic planning: Work closely with fellow CX Leadership to shape the future direction of this fantastic team

  • Forecast budget and headcount to set appropriate staffing levels, while effectively allocating resources
  • Optimize effective communication and people management practices on the team
  • Set and achieving quarterly goals, framed in the OKR methodology
  • Identify the right KPIs and SLA commitments for the team, and manage the team to success against these commitments
  • Generate new processes and strategies to improve customer satisfaction, reduce costs and improve efficiencies

People management: Help set the bar for the whole team

  • Manage 7 or fewer Team Leads and Specialists and push people to succeed at a high personal and team level
  • Provide leadership, mentorship, and advocacy for direct reports and the team as a whole

Other duties

  • Co-lead a growing Portland office through indirect mentorship, example setting and advocacy for non-CX team members
  • Embody the fan-first, enthusiastic, proud, resilient spirit of the CX team; lead by example!
  • Note: Occasional travel may be required (to New York and very occasionally to the Philippines).

What You'll Have

  • Ability to adapt extremely quickly and help guide team through changes: organizational strategic changes, new product releases, new clients, new procedures, etc.
  • Experience with some or all of the following tools is a strong plus: Zendesk, Looker, Github, JIRA, Google docs, Slack and internal admin systems
  • Strong demonstrated leadership abilities. You are passionate about training, teaching, learning and development
  • Min 6-8 years in a leadership position on a CX / support team, including 3+ years leveled as a “Manager” or higher
  • Superior communication and collaboration skills; experience working on cross-team initiatives a major plus
  • Enthusiasm for using data to drive better individual and team performance through effective management of key performance metrics

Perks

  • A competitive base salary and equity stake in a well-funded growth stage company
  • A laid-back, fun workplace designed to facilitate collaboration and company wide events
  • $120/mo to spend on live events tickets
  • A superb benefits package that supports health/dental/vision
  • A focus on transparency. We have regular team lunches and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
  • Annual subscriptions to Citibike, Spotify, and meditation services