Why PlayStation?
PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5, PlayStation4, PlayStationVR, PlayStationPlus, acclaimed PlayStation software titles from PlayStation Studios, and more.
PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.
The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.
Sr Manager, Digital Support
San Mateo, CA (Collab)
At PlayStation, we are dedicated to providing exceptional digital support experiences for our customers. As the Senior Manager of Digital Support, you will guide the vision and strategy for our digital support operations, ensuring a seamless and hassle-free customer journey. This is an outstanding opportunity to craft the future of digital support in a dynamic and pioneering environment, collaborating with top-tier teams and using AI technology.
Key Responsibilities
Lead the vision and strategy for delivering Digital Support operations, focusing on providing a streamlined consumer experience. Develop and implement comprehensive strategies for Digital Support operations, including technology platform integration and future-proof technology recommendations. Work with CX Product Support, Innovation & Technology, and Online Support teams to develop and manage a digital support strategy. This includes creating operational plans, digital service frameworks, and selecting the right technologies to meet business goals. Define comprehensive digital support requirements across multiple domains, including Inbound Sales, Consumer Post-Care (including Tech Services), AI Chatbots, Knowledge Management, and Social Care, ensuring a frictionless consumer journey. Lead the Digital Support Experience team, driving return on investment in digital support, consumer dedication, and CSAT.
Required Skills and Experience
- Identify and deploy innovative performance and achievement recognition activities through financial and non-financial rewards.
- Coordinate onboarding and continuous training programs to ensure the skills of the Digital Support Experience team meet the evolving demands of our customers.
- Monitor consumer sentiment and Digital Support performance, providing feedback to improve sales conversion rates while maintaining an excellent consumer experience.
- Establish and maintain consumer feedback loops to constantly refine and improve the consumer digital journey.
- Proven experience in leading digital support operations, preferably within a fast-paced and innovative environment.
- Strong understanding of technology platform integration and the ability to recommend future-proof technology solutions.
- Exceptional collaboration skills with the ability to work effectively with cross-functional teams, including CX Product Support, Innovation & Technology, and Online Support groups.
- Demonstrated ability to successfully implement digital support strategies and operational plans.
- Strong leadership capabilities with a track record of driving team performance and achieving business goals.
- Experience in defining digital support requirements across multiple domains such as Inbound Sales, Consumer Post-Care, AI Chatbots, Knowledge Management, and Social Care.
- Excellent analytical skills to monitor consumer sentiment and support performance, providing actionable feedback to improve the consumer experience.
- Ambitious and innovative attitude with the ability to identify and implement performance recognition activities.
- Strong communication skills and the ability to establish and maintain consumer feedback loops.
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