Concierge Team Manager

Company Description

At Marketplace, our mission is to help readers turn their aspirations into reality. We arm people with trusted advice and guidance, so they can make informed decisions they feel confident in and get back to doing the things they care about most.We are an experienced team of industry experts dedicated to helping readers make smart decisions and choose the right products with ease.

Marketplace boasts decades of experience across dozens of geographies and teams, including Content, SEO, Business Intelligence, Finance, HR, Marketing, Production, Technology and Sales. The team brings rich industry knowledge to Marketplace’s global coverage of consumer credit, debt, health, home improvement, banking, investing, credit cards, small business, education, insurance, loans, real estate and travel.

Job Description

This role is about ownership - you will fully own and level up, a critical part of our business, the consumer concierge team. The ideal candidate has a background in management and call center operations  and is ready to roll up their sleeves and build something that can scale and last.

Specifically, you’ll own:

• Vision for a consumer concierge product that delivers excellent returns for both consumers and providers (we want them to continue to use and recommend us!)
• Increase of conversation rate and reduction of AHT resulting in real revenue growth
• Strategy to improve process, reduce hiccups and overcome existing obstacles
• Analytics and data strategy to determine if we are succeeding in our concierge team goals
• Execution with a team that you coach,  mold, and/or hire

Responsibilities:

We’re looking for someone who already has experience in management in a call center type environment. The best fit is someone who has startup experience and has seen a call center grow and evolve from a seedling to a well oiled machine. We’re not technically a seedling - we currently have a team of almost 20 agents doing 400 calls a day but our vision is to grow much bigger. Specifically, this role will require:

• Strategy – You’ve seen what the next stage looks like and have strong ideas on how to get us there. You’re the one writing the playbook, not waiting for it to be delivered to you.
• Process Creation – You live for a strong, scalable process that makes sense. You’re willing to experiment until something clicks and then scale it from there.
• Metrics and Data Analysis – You can create dashboards and measure performance of your ownership areas.
• Customer Focus – You generally care about the customers, on both sides of our marketplace (consumer and providers). You don’t do your work just to hit metrics and get a gold star – you actually want to help people.
• Strong Coaching – You know how to grow and develop the people who work with you. You have a philosophy on leadership and care about people.
• Call Scripting – You can create call scripts that have personality and will delight consumers, control conversations and drive results.
• Good Communication – You’re a great communicator internally, keeping your team, key cross functional folks and leadership in the loop on what matters and how things are trending.
• Offshore Experience – Ideally, you have offshore experience (we have a team in the Philippines) and know how to leverage non-US talent in an effective way.
• Lifelong Learner  – This role deals with many different industries with their own requirements, nuances and intricacies. You should be comfortable with ambiguity, be able to find solutions and always adapt to new challenges.

Benefits:

• Competitive salary
• Medical, dental and vision coverage
• 35 Days of PTO (Including Bank Holidays)
• Day off the 3rd Friday of every month
• Disability coverage
• Employee assistance program
• Paid parental leave program

Additional Information

Forbes Marketplace provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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