Manager, Case Management & IntegrationsDraper, Utah Requisition Number R0019180
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The Manager, Case Management & Integration Support is instrumental in helping define and build a world-class customer experience. While providing leadership, guidance and direction to the Case Management Team, the Manager, Case Management & Integration Support blends strategy and execution to deliver results that support overall organizational goals. Through a culture of coaching and support, the Manager, Case Management & Integration Support drives results while building and maintaining an engaged and motivated team.
Lead strategic initiatives and operational responsibilities to ensure StubHub customers are loyal and satisfied Collaborate with Customer Experience leadership to drive the Customer Experience Improvement Plan (CEIP) to identify and solve for issues and errors that prevent First Call Resolution (FCR) and impact customers Implement process and procedures to empower frontline Experts to resolve issues on the first call Support overall goals of the organization by translating broad strategic goals into action plans and moving them forward Provide leadership, guidance and coaching for all direct reports to maintain an engaged and exceptionally high performing team and productive workforceAct as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the sameDrive employee engagement by actively promoting, participating in, and influencing individual development activities and opportunitiesDrive accountability and resolution of issues across the teamDefine trend setting performance metrics and drive team to meet those metricsIdentify opportunities for continuous improvement and measure effectiveness Assist with or lead various projects and duties as assigned
Strong planning and analytical skills, with proven ability to apply these skills with business acumen to complex situations with competing priorities.Strong analytical ability, with experience manipulating multiple raw data sets in order to identify operational issues or areas for improvement.Ability to think and act strategicallyAbility to manage influence through persuasion, negotiation, and consensus buildingDemonstrated ability to synthesize information, prioritize efforts and drive results with a strong sense of urgency and decisivenessAbility to create a strong network of relationships among peers, internal partners, external constituencies and decision makers to deliver end resultsStrong conflict resolution abilities Proven problem solver and generator of new ideasExcellent communication and presentation skills
This individual is responsible for managing the Case Management and Integration Support teams.
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