Manager, Technical Operations & Support (Remote) - Audacy, Inc.

Audacy is looking for a Manager to join our Technical Operations & Support team within Audacy’s Digital Operations. You will be responsible for leading a technical managed services support team with one goal: providing world-class customer experience to Audacy’s internal and external customers. You will own the daily management of our support team across all inbound channels and exceed service level and quality objectives. Your responsibilities will include coaching top talent, driving efficiencies and improvements in the service we deliver to our customers and internal teams. You will be directly responsible for putting in best practices for the support team meant to drive towards the constant improvement of the customer experience while also improving process and performance. You must thrive in a fast-paced, ambiguous environment while motivating, recognizing, coaching, and training members of your team. 

Shifts are subject to change based on business needs but we’re hiring manager positions for the following:

A Shift: 7am ET - 3pm ET

B Shift: 12pm ET - 8pm ET

Location: This opportunity is available remote, however, the majority of the team sits in Philadelphia and Chicago.

What You'll Do:

• Assist in driving the overall Technical Support strategy, including staffing, tools, and processes ensuring best-in-class customer satisfaction across all support channels (e.g. email, tickets, social media).
• Triage and debug audio product issues affecting listeners and clients, including Audacy Mobile App, Smartspeaker & Voice Assistant Integrations, Connected Automotive, and Web Player.
• Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate performance and progress to the team and management.
• Ensure productivity goals for the team are clearly understood, monitored, and achieved in order to maintain appropriate customer satisfaction and staffing.
• Ensure that the group manages a quality end-to-end process from issue submission through resolution while meeting the service expectations of the customers and the organization.
• Coordinate with product teams, QA, engineering and vendors in order to drive resolution efforts.
• Provide effective reporting to peers and management on KPIs, key objectives, and measures.
• Analyze and report on top customer trends to identify opportunities for training, process, or product improvement.
• Work closely with other internal departments, BPO teams and vendors in collaborating support requirements to ensure all methods, processes and procedures are followed, up-to-date and fully adopted.
• Initiate technical aptitude to drive resolution of ambiguous issues that may not have been previously encountered.
• Provide direct support escalation for initial triage and troubleshooting to various SMEs and Teams.
• Own and manage the ticket queues, escalations to internal Operations and Engineering teams as outlined in the SOP and fulfillment of established SLAs.
• Rapidly identify, categorize and prioritize individual and critical issues received depending on their severity, and escalate accordingly.
• Perform system, application or platform validation after a Major Incident or Change. 
• Provide technical guidance and information to end-users. 
• Effectively communicate product bugs and issues to management and established groups.
• Create new (and update existing) knowledge base content for the Help Centers based on end-user inquiries.

Qualifications

Required & Preferred:

• Flexibility and willingness to work in a 24x7 operations environment.
• Advanced knowledge of incident, problem, and change management.
• Ability to provide technical guidance and information in layman's terms to non-technical listeners.
• Experience developing and delivering reports through spreadsheets or BI tools (Domo, Tableau, Zendesk Explore, etc).
• Experience in Zendesk, Freshdesk, Service Now, Jira, or other CX and ITSM tools.
• 3+ years in a technical operations center (TOC), network operations center (NOC) or security operations center (SOC) environment. 
• Working knowledge of Microsoft Word, Excel, Google Docs and JIRA (Confluence).
• Practical hands-on experience monitoring and responding to events in cloud-based environments such as Microsoft Azure and Amazon Web Services (AWS). 
• Ability to troubleshoot and resolve technical issues is a MUST. 
• 5+ years experience using enterprise ticketing tools such as Zendesk, Remedy or Service Now. 

• Excellent management, interpersonal, communication, presentation, customer service, and organizational skills.
• Ability to maintain calm during stressful situations; demonstrated leadership skills under fast-paced, highly dynamic situations.
• Coordination skills: managing (complex) technical investigations.
• Experience supporting Applications and Infrastructure in AWS preferred.

Preferred:

• Knowledge or certification of ITIL V4.0 a strong plus, but not required. 
• Previous experience monitoring cloud applications using monitoring tools such as DataDog, Sumo Logic, New Relic, Splunk or other cloud monitoring/logging tools used for problem identification, troubleshooting, and resolution.
• Good working knowledge and experience of technologies that support a web presence, including but not limited to HTML, CSS, JavaScript, JSON 
• Knowledge and experience working with:
• Mobile devices (iPhones, iPads, Galaxy, Pixel, Tablets, etc.) and their operating systems.
• Smart Speakers & Voice Assistants (Alexa, Google, Siri). 
• OTT Devices (Roku, Xfinity X1, etc).

Audacy, Inc. (NYSE: AUD; OTC: AUDA) is a leading multi-platform audio content and entertainment company with the country’s best collection of local music, news and sports brands, a premium podcast creator, major event producer, and digital innovator. Audacy engages 200 million consumers each month, bringing people together around content that matters to them. Learn more at www.audacyinc.com, Facebook (Audacy Corp), X (@AudacyCorp), LinkedIn (@Audacy-Inc), Instagram (@lifeataudacy) and Threads (@Audacy_Corp).

Audacy is an Equal Opportunity and Affirmative Action Employer. Audacy affords equal employment opportunity to qualified individuals regardless of their race, color, religion or religious creed, sex/ gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, ancestry, age (over 40), physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or other classification protected by applicable federal, state, or local law, and to comply with all applicable laws and regulations. Consistent with our commitment to equal employment opportunity, we provide reasonable accommodations to qualified individuals with disabilities who need assistance in applying electronically for a position with Audacy, unless doing so would impose an undue hardship. To request a reasonable accommodation for this purpose, please call 1-610-660-5614. Please note that this phone number is to be used solely to request an accommodation with respect to the online application process. Calls for any other reason will not be returned. Reasonable accommodation requests are considered on a case-by-case basis