Senior Manager, Support

The Senior Manager of Support will oversee people management and development for our Support organization. You will manage the day-to-day performance of our Support Managers, Team Leads, and over 50 Specialists internally (plus 40 externally via our BPO partnership). You will be responsible for coaching and developing this team to meet and exceed metrics-based targets and deliver on Favor’s Objectives. You will partner closely with our Sr. Director of Support to ensure that we deliver best in class experiences and achieve our strategic objectives.

What You'll Do:

• Operational Leadership
• Oversee and lead the Support teams (Core and Fleet) including a mix of Team Leads and Managers, to deliver a best-in-class experiences across constituents
• Inspire a culture of customer and runner obsession and excellence; serving as a role model for proactive, curious and results-oriented leadership
• Own reporting for the Support Organization, including establishing the right success measures, building the reporting necessary to measure them, and ensuring automation/ease of access to data; evolve reporting as necessary to continually improve
• Partner closely with WFM (workforce management) to understand understand and play a role in the development of our KPIs to ensure the Support organization is meeting the needs of an evolving business; regularly speak as the voice of Support department performance within Support and also within Favor (Town Halls, Favor Future, etc)
• Track, report on, and maintain accountability for, customer appeasement spend (refunds, credits); partner with Associate Manager, Experience and Finance partners to review, refine, and optimize policies that directly impact experience and Favor’s P&L
• Ensure consistency across Support groups in application of policies, procedures and performance management
• Partner closely with People Operations to implement and evangelize career development programs and opportunities; maintain continual focus on team member engagement and establish the actions to help us achieve team member engagement scores of 80%+

• Attend operations huddles, and other critical cross-functional meetings, as the VoS (Voice of Support) in regards to performance, initiatives, and status on critical projects or during times of crisis/outages/irregular operations

• Driving Performance

• Be accountable for our achievement of set KPIs; take ownership if we do not meet those goals and develop actionable, corrective plans to address gaps and to return to/meet the goal(s)

• Hold your teams accountable to performance and results; instill a culture of high performance and strong customer, runner, and team member engagement

• Identify, communicate, and prioritize actions that lead to improvements in daily, weekly, monthly Support performance

• Strategic Initiatives

• Partner closely with the Sr. Director, and VP, to cast a vision across the organization that ensures we are continually elevating what we do and delivering best in class experiences

• Partner closely with Sr. Manager of Support Operations on technology initiatives as they relate to changes in Support workflows, team member readiness, partner with Operations and Program leaders to ensure successful implementation(s) as they impact our team

• Develop a perspective, and make recommendations, of how to continually raise the bar and advance as an organization; gain buy-in from stakeholders including your team(s) and champion next-level thinking

• Work closely with the Sr. Director, and VP, on our partnership with third party vendor(s) as we assess our ongoing strategies and how we scale effectively while delivering best in class experiences for all of our constituents

Skills You Have:

• A related degree or comparable formal training, certification, or work experience.
• 10+ years of experience in a contact center / customer support environment
• 5+ years experience successfully leading, inspiring, and developing, people managers in a contact center / customer support environment
• Data-driven and analytical mindset; ability to understand data and reports and make sound recommendations to continually improve department performance and process
• Natural curiosity to dig in deep to situations, understand root causes of problems, and propose sound solutions to continually improve our operation
• Willingness to learn and utilize Tableau (and other data toolsets), Salesforce, Playvox, and other support systems to ensure you’re able to receive the data you need to successfully manage the Support operation
• Strong ability to synthesize and communicate information clearly and articulately across all levels of Favor, including during Company Town Halls and Favor Future events
• Highly adaptable, cool under pressure, high EQ leader who understand how to inspire & develop high-performance, highly-engaged teams
• Flexibility to be available, and sometimes be called upon to engage, during weekends, holidays, and outside the traditional 9am-5pm weekday hours

Who You Are:

• Strong analytical skills needed to track daily, weekly, and monthly metrics.
• Self-starter who thrives in an environment with shifting priorities, sometimes tight deadlines, and a laser focus on greatness
• Proven track record of helping to grow the careers of your people and their teams.
• Strong communicator with a knack for telling the story and explaining the why behind decisions that move our team forward
• Driven leader who continually invests in themselves, and their teams, and aspires to achieve greatness in all that they do