If you are interested in applying for this position, please send an email along with your resume to Sarah Farmer:
sarah_farmer@playstation.sony.com.

Senior Manager, eServices
Req. #01509
Foster City, CA

Be a part of the most exciting and innovative computer entertainment company in North America. Sony Computer Entertainment America (SCEA) markets the PlayStation® family of products and develops, publishes, markets, and distributes software for the PS one™ console, PlayStation®2, PlayStation®3, and the PlayStation Portable (PSP™) computer entertainment systems. Based in Foster City, California, SCEA serves as headquarters for all North American operations and is a wholly owned subsidiary of Sony Computer Entertainment Inc.

PlayStation®Network is an emergent entertainment network delivering innovative content and community to a worldwide audience, and the newest division of SCEA (Sony Computer Entertainment America).

Responsibilities: 

The Senior Manager, eServices develops, manages, and leads the SCEA eService team on electronic channel customer service efforts and best practice development.  This is a demanding and fast paced position requiring consumer eService knowledgebase support experience.  The successful candidate will have strong consumer service leadership skills, product support (consumer and vendor) experience, excellent communication and organizational skills and passion to succeed.

• Define and implement best practice processes ensuring the highest levels of customer service in online web self service
• Collaborate with business partners in the SCEA organization to proactively develop improvement initiatives creating exemplary electronic customer service for all mediums of electronic customer service and support
• Provide strategic and tactical planning for the eServices team to ensure quality interactions with customers, vendors, and all SCEA operational teams
• Oversee the development and implementation of new technical support processes and procedures to enhance online responses on the PlayStation Knowledge Center
• Works closely with relevant SCEA/SCEI groups (e.g., PlayStation Network, Product Service, Distribution, Marketing, Marketing's Online Community and Network Platform, Format QA, First Party QA, etc.) and third party groups to ensure good communication and technical updates to lessen risk to SCEA
• Establish, review, and revise clear roles, direction, responsibilities, and performance requirements/development for the eServices direct report staff
• Identify processes to measure technical information gaps covering our online consumer e-Service Knowledge Center (KC) touch point and offers solutions to eliminate the gaps in a timely manner
• Assist the Director with budget and resource projections/proposing, management (tracking, negotiation) and fiscal responsibility for the team
• Document procedures and trends and analyze KC consumer contact reports sharing accurate and timely highlights and/or proposing recommendations towards internal and external customer's needs
• Create an environment for the support staff that fosters a respectful and fair work place
• Responsible to balance/encourage staff development while lessening risk to SCEA by providing for strong redundancy of trained staff

Qualifications:
 

• Direct report (supervisory, manager) development and management experience
• Proven high level management skills in coaching and facilitating business competency
• Partner and vendor management skills required
• Must able to manage multiple projects and prioritize responsibilities
• Ability to think globally, utilize and assess data contact reports, and offer alternate options to problems
• Strong experience with developing product support procedures, process flows, technical support programs/solutions, preferably with a customer service call center focus or resolution where possible to implement process enhancements and efficiencies including technology and performance
• Proven superior world-class customer service skills
• Ability to set specific and timely goals and objectives while also adhering to Consumer Services budgetary needs
• Customer service skills a must
• Demonstrate ability to build consensus, establish trust, communicate effectively, and foster culture change
• Demonstrate business acumen, customer awareness, and the ability to create value
• Proven skills, or ability to quickly learn, break-even analysis and return on investment analysis for project proposals
• Proficiency with contact center systems (call ACD, email response, CRM system, knowledgebase, chat, forum and/or moderator support tools) email applications, MS office (especially Word,
• Excel, PowerPoint, Project) Visio and strong internet knowledge
• At least 6 years of consumer eService and/or online support management support required
• Bachelor's degree from a four-year university or equivalent
  

Preferred Experience / Education:
 

• An advanced degree or professional certification requiring formal training (i.e., MBA, MA, MS, Ph.D., CPA) or equivalent
• Online entertainment and/or game industry knowledge a plus