AMC Networks is home to many of the greatest stories and characters in TV and film and the premier destination for passionate and engaged fan communities around the world.
We create and curate celebrated series and films across distinct brands and make them available to audiences everywhere. Our portfolio includes targeted streaming services AMC+, Acorn TV, Shudder, Sundance Now, ALLBLK and HIDIVE; cable networks AMC, BBC AMERICA, IFC, Sundance TV and WE tv; and film distribution labels IFC Films and RLJE Films. The company also operates AMC Studios, our in-house studio, production, and distribution operation behind acclaimed and fan-favorite originals including The Walking Dead Universe and the Anne Rice Immortal Universe, and AMC Networks International, our international programming business.
We are currently seeking a Director, Customer Service, Vendor Management to join our streaming product operations team based in our New York, New York headquarters.
JOB SUMMARY
In this position you act as a key member of the Streaming Products Operations team within Global Technology & Operations by driving the operational performance of our outsourced support centers and analyses that inform strategic planning for the organization. In this role, you will handle the outsourced partners who provide support to viewers of AMC Networks (DTC) offerings (primarily AMC+, Shudder, Sundance Now, HIDIVE, ALLBLK & ACORN TV). This role plays a pivotal role in connecting directly with our end customers across the AMC Networks brands, while supporting leaders in making informed decisions and implementing operational enhancements to drive organizational performance. It's a highly collaborative position that involves frequent interaction with stakeholders across multiple business areas and at all levels within the organization internally and externally.
If you excel in cultivating a high-performance culture and are driven to continuously improve functional teams and partnerships, this role is ideal for you. We are seeking a strong collaborator with outstanding written and verbal communication abilities, a curious and open-minded approach, as well as excellent organizational skills and attention to detail.
JOB SUMMARY
Providing strategic leadership and oversight for all outsourcing activities, ensuring alignment with company objectives and operational excellence
Developing and maintaining strong relationships with outsourcing partners, overseeing contract negotiations, performance evaluations, and adherence to service level agreements (SLAs)
Monitoring and analyzing partner performance metrics, implementing strategies to optimize partner contribution and revenue generation
Driving cost efficiencies through effective outsourcing strategies, budget management, and continuous improvement initiatives
Implementing quality assurance processes and standards to monitor the delivery of outsourced services, ensuring high levels of performance and customer satisfaction
Identifying and mitigating risks associated with outsourcing activities, proactively addressing issues to minimize operational disruptions
Managing a team of partner managers, providing guidance, mentorship, and professional development opportunities to drive team success and individual growth
Partnering with internal support teams to streamline agent training and ongoing support.
QUALIFICATIONS (Required & Preferred)
MBA or other advanced degree
7-10 years of relevant work experience
3+ years managing c-suite relationships and driving high performance within strategic outsourcing partner relationships
Ability to build relationships with key business partners, drive innovation and change across fields, with proven experience gaining results through influence
Communicating effectively on a regular cadence to senior executives on strategies, goals, and status across all regions
Previous knowledge of Microsoft Office Products
Solid understanding of the media or entertainment space and technologies, and common issues or challenges facing customers
The base compensation range for this position is $135,000 to $150,000 commensurate with experience. AMC Networks additionally offers a comprehensive benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Paid Time Off, Paid Parental Leave and Adoption Services, among other benefit plan options, subject to eligibility requirements. AMC Networks values the benefits achieved through in-office collaboration, but we provide our employees with the flexibility to work from home one day per week.
The Company is committed to policy of nondiscrimination in its employment and personnel practices. Applicants are considered for all employment without regard to race, color, religious creed, religion, alienage, citizenship, gender, gender identity, national origin, ancestry, genetic predisposition or carrier status, age, marital status, familial status, military or veteran status, status as a victim of domestic violence, stalking or sexual assault, sexual orientation, disability or any other characteristic protected by federal, state or local law.
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