Customer Care Content Manager

Huntsville, AL

Interested in leading a team focused on finding creative solutions to customer problems? Interested in adapting standard troubleshooting guides into innovative self-help tools? If so, you might be the perfect fit for our Customer Care Content Manager position. The successful candidate will help drive LG's customer-centric vision by leading a team dedicated to creating best-in-class resources for contact center agents as well as the LG Chatbot.

KEY RESPONSIBILITIES

Leverages consumer insight to help define and execute successful business strategy
Determines and achieves objectively measurable content quality and customer satisfaction improvements
Partners with key stakeholders to analyze survey and deflection data in order to identify gaps and develop content strategies that best serve LG customers via multiple contact channels
Reports performance status updates on a weekly and monthly basis
Supervises and coaches direct reports in the successful performance of their duties by providing timely and constructive feedback

EDUCATION/EXPERIENCE:

Bachelor's degree required; Master's degree preferred
Minimum 2 years' of project or people leadership experience within a heavily results-oriented environment
Experience developing and administering support and/or training content preferred
Excellent critical thinking skills with sound analytical approach to problem solving
Intermediate expertise with Microsoft Office Suite required (particularly Excel and PowerPoint)
Excellent written and verbal communication skills

LG Electronics, USA Inc., LG Mobile Research USA LLC, LG Electronics, Alabama, inc., LGEVU and Zenith Electronics LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.