Member Services Manager

Member Services Manager

 

People Media, Inc. is a leading operator of 25+ niche online dating and social networking sites generating over 1 million unique visitors per month making it a Top 10 online dating site in the United States per comScore Media Metrix.

 

People Media’s mission is to bring people of like interests together by creating vibrant and targeted online communities and offering tools to promote communication. We are fulfilling this mission through our vibrant communities such as: BlackPeopleMeet.com, SingleParentMeet.com, BBPeopleMeet.com, SeniorPeopleMeet.com, LoveAndSeek.com (Christian), LDSPlanet.com, LatinoPeopleMeet.com and AsianPeopleMeet.com. Similar to the goals of Abraham Lincoln’s famous Gettysburg Address, we strive to build online communities ‘of the people, by the people, for the people’ and that constant belief drives us to create value for our 5+ million members every day. We’re People Media.

 

BENEFITS:

Medical, Dental, Vision, 401k, Life, LTD, FSA

 

SUMMARY OF POSITION:

We are looking for a dynamic individual to manage our Member Support Representatives and Supervisors.  This person will serve our customers by handling escalated customer service e-mails and analyzing customer feedback.  They will plan and implement operational and staff objectives and plan and maintain efficient operations.  This position will manage the Arizona office and report to the VP, Finance & Operations.

JOB RESPONSIBILITIES:

· Hiring, training, motivating, and disciplining employees;

· Planning, monitoring, and reviewing employee performance expectations;

· Designing and developing training programs;

· Planning and reviewing compensation actions;

· Enforcing policies and procedures;

· Planning and maintaining efficient operations by designing, implementing, and evaluating member service processes;

· Developing, implementing, documenting, and monitoring policies and procedures;

· Adjusting staffing schedules to match volumes;

· Implementing productivity, quality, and customer service standards;

· Identifying and resolving problems;

· Determining system improvements and implementing changes;

· Resolving escalated problems;

· Compiling weekly analytics and reports

 

SKILLS / QUALIFICATIONS:

· Member Services management experience REQUIRED.

· Proven leadership, project management and problem resolution skills.

· Demonstrated knowledge of multi-channel service delivery (voice, email, chat).

· Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence.

· Excellent English language written and oral communications skills are mandatory.

· Ability to manage staff, direct and prioritize work, develop and coach staff.

· Enthusiasm for working in a startup environment.

· Demonstrated ability to innovate and learn.

· Expertise in MSOffice (Word, Excel, PowerPoint, Outlook) for PC

 

People Media is an equal opportunity employer, dedicated to promoting a culturally diverse workforce.