Customer Support Operations

Founded in 1997, TiVo (NASDAQ: TIVO), a pioneer in home entertainment, created a brand new category of products with the development of the first digital video recorder (DVR). Today, the Company continues to revolutionize the way consumers watch and access home entertainment by making TiVo the focal point of the digital living room, a center for sharing and experiencing television, music, photos and other content. TiVo connects consumers to the digital entertainment they want, where and when they want it. The Company is based in Alviso, Calif.

TiVo has an exciting, fast paced opportunity available for a Customer Support Operations Program manager. This individual will be responsible for the operational aspects of our internal Customer Support CRM and other development initiatives.
Responsibilities:
' Manage daily operational aspects of our internal CRM
' Logging and tracking bugs for: all outages, request enhancements, problems with the applications
' Handling advanced operational CS escalations
' Creating specification documents for request enhancements
' Creating PRD's for special projects
' Responsible for maintenance on the RMA tool and handling any issues
' Communicating with CS on all operational issues that will affect call volume, handle time


' Minimum 2 years experience in a Customer Support / project management role
' Experience in interfacing with technical teams, as well as multiple lines of business users
' Proficient with how CRM's operate
' Prior SAP or Brio experience a plus
' Previous call center experience a plus, but not required
' Excellent communication, organizational and leadership skills; A proven ability to lead diverse cross-functional teams
' Exceptional ability to bridge and enhance cooperative working relationships
' Experience with process improvement
' Must be flexible, able to multi-task, and very detail-oriented
' Bachelor's degree required


RESPOND HERE! Respond immediately by accessing the following
dedicated online response form which will allow you to cut and paste your
resume. This form will go directly and immediately to the
hiring authority for this position. Access the online response form at:
http://64.89.40.26/servlet/resp/rf?jobid=1834849&boardid=749