Sr Manager, Digital Support

Sony Interactive Entertainment
paid time off, 401(k)
United States, California, San Mateo
Oct 18, 2024
Why PlayStation? PlayStation isn't just the Best Place to Play - it's also the Best Place to Work. Today, we're recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5, PlayStation4, PlayStationVR, PlayStationPlus, acclaimed PlayStation software titles from PlayStation Studios, and more. PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team. The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation. Sr Manager, Digital Support San Mateo, CA (Collab) At PlayStation, we are dedicated to providing exceptional digital support experiences for our customers. As the Senior Manager of Digital Support, you will guide the vision and strategy for our digital support operations, ensuring a seamless and hassle-free customer journey. This is an outstanding opportunity to craft the future of digital support in a dynamic and pioneering environment, collaborating with top-tier teams and using AI technology. Key Responsibilities Lead the vision and strategy for delivering Digital Support operations, focusing on providing a streamlined consumer experience. Develop and implement comprehensive strategies for Digital Support operations, including technology platform integration and future-proof technology recommendations. Work with CX Product Support, Innovation & Technology, and Online Support teams to develop and manage a digital support strategy. This includes creating operational plans, digital service frameworks, and selecting the right technologies to meet business goals. Define comprehensive digital support requirements across multiple domains, including Inbound Sales, Consumer Post-Care (including Tech Services), AI Chatbots, Knowledge Management, and Social Care, ensuring a frictionless consumer journey. Lead the Digital Support Experience team, driving return on investment in digital support, consumer dedication, and CSAT. Required Skills and Experience Why Join PlayStation? At PlayStation, we believe in encouraging a collaborative and inclusive environment where creativity and innovation can thrive. By joining our team, you will have the opportunity to work with dedicated and passionate professionals in the industry. We provide competitive salaries, comprehensive benefits, and opportunities for professional growth and development. Join us and be part of a company that is crafting the future of entertainment. Identify and deploy innovative performance and achievement recognition activities through financial and non-financial rewards. Coordinate onboarding and continuous training programs to ensure the skills of the Digital Support Experience team meet the evolving demands of our customers. Monitor consumer sentiment and Digital Support performance, providing feedback to improve sales conversion rates while maintaining an excellent consumer experience. Establish and maintain consumer feedback loops to constantly refine and improve the consumer digital journey. Proven experience in leading digital support operations, preferably within a fast-paced and innovative environment. Strong understanding of technology platform integration and the ability to recommend future-proof technology solutions. Exceptional collaboration skills with the ability to work effectively with cross-functional teams, including CX Product Support, Innovation & Technology, and Online Support groups. Demonstrated ability to successfully implement digital support strategies and operational plans. Strong leadership capabilities with a track record of driving team performance and achieving business goals. Experience in defining digital support requirements across multiple domains such as Inbound Sales, Consumer Post-Care, AI Chatbots, Knowledge Management, and Social Care. Excellent analytical skills to monitor consumer sentiment and support performance, providing actionable feedback to improve the consumer experience. Ambitious and innovative attitude with the ability to identify and implement performance recognition activities. Strong communication skills and the ability to establish and maintain consumer feedback loops. #LI-BR1 *Please refer to ourCandidate Privacy Noticefor more information about how we process your personal information, and your data protection rights.* At SIE, we consider several factors when setting each role's base pay range, including the competitive benchmarking data for the market and geographic location. Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location. In addition, this role is eligible for SIE's top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Clickhere to learn more. The estimated base pay range for this role is listed below. $186,800 — $280,200 USD Equal Opportunity Statement: Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.