OVERVIEW OF THE COMPANYFox Corporation

Under the FOX banner, we produce and distribute content through some of the world’s leading and most valued brands, including: FOX News Media, FOX Sports, FOX Entertainment, FOX Television Stations and Tubi Media Group. We empower a diverse range of creators to imagine and develop culturally significant content, while building an organization that thrives on creative ideas, operational expertise and strategic thinking.

JOB DESCRIPTION

We are seeking a seasoned Senior Director of Global Enterprise Support. This role will manage our internal Technical Global Call Center and Service Desk Operations, AV and VIP White Glove Services across the company. This leader will play a critical role in enhancing customer experience, reducing operational costs, and ensuring seamless Omnichannel service delivery across a global footprint.

The ideal candidate will have significant experience managing large, global service desk and call center teams while driving transformational change and implementing innovative solutions to improve efficiency and customer satisfaction.

A SNAPSHOT OF YOUR RESPONSIBILITIES

Build, mentor, and manage a high-performing customer success team. Foster a culture of excellence, collaboration, and accountability. Set clear performance objectives and provide ongoing coaching and support

Develop and implement strategies to enhance the overall customer experience

Implement process improvement initiatives to streamline customer interactions

Drive operational improvements and performance enhancements, elevating service levels and reducing response times globally.

Analyze customer feedback and data to identify trends and areas for improvement

Oversee the development and execution of customer service policies and procedures

Monitor key performance indicators related to customer satisfaction and SLAs

Manage budgets and forecasting related to customer experience initiatives and projects

Strategic Leadership: 

Develop and implement a comprehensive customer success strategy aligned with the company’s goals and objectives. Drive initiatives to enhance customer satisfaction, retention, and lifetime value.

Team Management: 

Manage a diverse team of call center agents and service desk professionals, fostering collaboration and ensuring consistent service delivery across regions.

Performance Metrics: 

Establish and track key performance indicators (KPIs) related to customer success. Utilize data and analytics to measure the effectiveness of customer success initiatives and make data-driven decisions.

Automation and Self Service: 

Lead efforts to implement new technologies that enhance the efficiency of call centers and service desks, with a focus on automation and self-service capabilities. Introduce and optimize AI-driven tools, chatbots, and automation workflows to improve response times and reduce manual effort.

Cross-Functional Collaboration:

Partner with all FOX business units to align customer success strategies with broader company objectives. Work to ensure a seamless experience for customers across all touchpoints.

Executive Reporting: 

Provide regular updates to the executive team on customer success metrics, challenges, and opportunities.  Develop and present reports and dashboards to track progress against strategic goals.

 Vendor and Stakeholder Management

Partner with internal stakeholders (IT, HR, Finance, etc.) to ensure the service desk and call center operations support broader organizational objectives.

Negotiate and manage vendor contracts, ensuring cost-effective delivery of services and support.

WHAT YOU WILL NEED

Experience in global call center and service desk operations, with experience in a leadership position

Proven track record of driving operational improvements, customer satisfaction, and efficiency in large-scale, global organizations.

Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers

Demonstrated experience in developing and executing customer success strategies that drive measurable results

Proficiency in customer success software and tools, CRM systems, and data analysis platforms.

Extensive experience with ServiceNow, including integrations with other applications, workflows, and service management

Strong familiarity with Slack BOT functionality, task automation, and creating custom workflows

Expertise in introducing and scaling automation tools and AI-driven technologies in service desk and call center environments

Strong data-driven decision-making skills, with experience using analytics to optimize performance and service delivery

Excellent communication and stakeholder management skills, with the ability to collaborate across departments and regions

NICE TO HAVE, BUT NOT A DEALBREAKER

ITIL certification or similar service management frameworks.

#Ll-Hybrid

Learn more about Fox Tech at https://tech.fox.com 

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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

At FOX, we foster a culture and environment where everyone feels welcome and can thrive. We are deeply committed to diversity, equity, and inclusion, including attracting, retaining, and promoting diverse talent across our company. We live in a diverse world, with different ideas and different perspectives that come together to spark new ideas and make great things happen. That means reflecting the diversity of the world around us is critical to our company’s success. We ensure that our viewers, communities and employees feel heard, represented, and celebrated both on screen and off.

Click here to learn more about the diverse communities of people behind our brands. 

Pursuant to state and local pay disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience, and location is: $161,500.00-230,000.00 annually for California. This role is also eligible for an annual discretionary bonus, various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.

View more detail about FOX Benefits.