Jobs at Veoh

Manager, Customer Service

Veoh Networks is a new, innovative Internet television broadcasting system that is able to reach hundreds of millions of broadband-connected viewers throughout the world. Veoh allows content producers from major entertainment studios and television networks to independent video producers and enthusiasts to deliver high-quality, full-screen video directly to consumers without financial, geographical or capacity restrictions found in traditional broadcasting systems. This democratization of video distribution fundamentally changes the dynamics of television, creating unprecedented choice for consumers and a compelling marketplace for content providers and advertisers. Veoh is privately held and backed by leading technology and media investors, including Spark Capital, Michael Eisner's Tornante Company, Time Warner Inc. and Shelter Capital Partners. Veoh Networks is based in San Diego, California with an additional development center in St. Petersburg, Russia.

Veoh.com is in the top 100 websites worldwide and in the top 30 sites in the United States.

Job Duties and Responsibilities:

• Direct the day-to-day online operations relating to e-care with oversight responsibility for key performance drivers and resulting operating metrics.
• Build, manage and lead a high performing team with a strong sense for considering customer needs, incorporating company goals into group initiatives, and creating an experience able to inspire usage of the online support content and utilities.
• Marry an expertise of traditional customer support with a creative and new approach to interactive support so as to successfully attract and retain customers from the demographic (and technographic) spectrum.
• Work with the product teams to understand upcoming service innovations so that they may be thoughtfully integrated into online support materials as they are launched into the marketplace.  
• Assess customer needs/desires and tie them into specifications for new or enhanced online offerings with techniques for measurement and evaluation.
• Achieve internal and external customer satisfaction levels based upon researched/tested measurements.
• Increase the percentage of customer self-service transactions as a ratio of total customer transactions while providing the highest level of quality service to customers.
• Work closely with cross functional teams to ensure coordination of effort as it relates to customer care processes.
• Understand the needs of internal and external customers, the business, and the competitive landscape.  Translate this understanding into a vision and strategic plan for ecare to meet the needs of the company.

Qualifications

• Must be passionate about understanding e-care behavior and be able to translate those findings into meaningful, actionable and measurable insight.
• Must be able to visualize the future of our relationship with its customers and execute strategies that lead the company consistently towards this vision.
• Strong skills in strategy and planning, customer support operations, and vendor selection and management.
• 3 – 5 years of relevant experience with some of that experience in online operations.
• Experience with and an understanding of best practices in ecare service, and well versed in online support technologies including Web 1.0 and Web 2.0 approaches and methods, tools and techniques.
• Must possess a strategic, analytical mind-set as well as the ability to execute.
• Proven leadership skills and people management skills derived from having direct responsibility for building and managing a cohesive, high-performing ecare team.

The spectrum of responsibilities includes goal setting and team development, accountabilities, performance, and more, in a manner which befits our company as the industry benchmark for high-quality service.  The ideal person is creative, collaborative and consultative, and able to work well across a large organization to build a scalable experience able to handle a growing percentage of the company's customer support transactions.  The successful candidate is a team player, capable of creating true partnerships with many internal customers, and is a thought-leading professional with the experience and established expertise to hit the ground running and architect/institute a strategic plan for online care operations.

To Apply

Please send your resume and salary requirements to hr@veoh.com

Veoh is proud to be an equal opportunity employer.