Senior Director, Customer Operations

• Develop partnerships with stakeholder groups within Sony Corporation of America (SCA), other Sony entities and 3rd parties necessary to meet operational and contractual requirements of this new business.
• Define, hire and lead a national, distributed team with a strong culture of operational excellence that is deeply focused on enabling a differentiated, delightful customer experience that draws upon the full range of Sony products and capabilities.
• Envision, build, and lead the Customer Operations function with overall responsibility for customer facing virtual and in-home support operations.

• Perform other duties as assigned
• Strategically monitor critical operational metrics, and regularly report results to senior members of SCA and other Sony entities as necessary.
• Lead the development of Customer Operations strategy, hiring, systems requirements and process development to meet requirements of Sony Corporation America (SCA) and other Sony entities as necessary.
• Keep ahead of industry’s developments and apply nascent technologies such as AI to efficiently address customer needs with minimal need for human escalation.
• Coordinate across other Sony business units on technical and process collaborations needed to best enable a “One Sony” experience

QUALIFICATIONS FOR POSITION

Your qualifications and experience should include:

The anticipated annual base salary for this position is $ 206, 000 to $220, 000 . This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

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