Regional Manager, North American Site Operations(Job #1280)

Job Description:
Duties & Responsibilities

This position is accountable, with the Director, Listener Care, for day-to-day supervision of Tele-services vendor performance. This includes contract compliance in all service level metrics, schedule adherence, invoice review and validation in a 200-400 seat customer call center.
The Manager is responsible for communicating performance issues to the Listener Care Centers (LCCs) and for oversight of vendor actions to resolve noted problems. The Manager is also a single point of contact liaison between the operational LCC floor and all of the XM organizations that desire work performed in the LCC. Therefore, the Manager partners closely with peers in Listener Care and Billing and Collections to ensure proper implementation and on-going execution of all programs designed for the LCCs.
The Manager will be present in the Listener Care Centers to perform on-site review of performance and provide direct assistance to vendor management at least one week of each month.
Develops and maintains overall relationship with the out source vendor?s operations management team at assigned LCC sites.
Works with Director to represent XM Radio?s interest in contract negotiations.
Oversees contract compliance responsibilities.
Reconciles contract performance results with economic rewards or penalties outlined in the contract including review and approval of all vendors? billing to XM Radio.
Interacts with XM Marketing and other LC teams to execute new initiatives requiring support within the contact center. Oversees development of vendor?s operations processes and procedures to execute XM requirements. Partners with the XM Business Process team on roll-out of new and modified work designed by those teams.
Works closely with peer group within XM Radio to remain aware of quality or compliance issues.
Requires extensive travel up to 50%
Other duties as assigned


Supervisory Responsibilities

Supervision of Other XM Site Operations Managers, indirect supervision of vendor contact center staff that includes Operations Managers, Supervisors and 200 ? 400 Listener Care Representatives.


Education and/or Experience

Bachelor?s degree or equivalent experience
6 - 8 years customer service including 2-3 years management responsibility in rapid growth telecom, hi-tech or electronics businesses
Experience managing out source vendor contract relationships in the customer service environment
Customer service experience with a start-up company in the competitive local exchange (CLEC) or other wireless business or experience in customer service for digital satellite television or customer service experience with facilities based Internet services provider or Telecommunications Company.
Experience with a mixed in-source/out-source service representative environment preferred
Experience with management of quality assurance programs preferred
Bilingual English-Spanish strongly preferred



General Skills

Good public speaking and presentation skills
Good project management and planning skills
Interpersonal skills and ability to interact and work with staff at all levels
Excellent written and oral communication skills
Ability to handle multiple tasks in a fast paced environment


Computer Skills

Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access). Microsoft Project, Visio or Igraphix, e-mail and calendar tools.
Experience with CRM software (Siebel, Vantive, etc.)


Equal Opportunity/Affirmative Action Employer M/F/V/D

Searchable Keywords: Regional Manager, North American Site Operations(Job #1280) / gj-mo

Minimum Education Required: Bachelor

Years of Experience Required: More than 5 years

Expected Travel Time: None