Senior Director, Customer Operations

Sony Corporation of America, located in New York, NY, is the U.S. headquarters of Sony Group Corporation, based in Tokyo, Japan. Sony's principal U.S. businesses include Sony Electronics Inc., Sony Interactive Entertainment LLC, Sony Music Entertainment, Sony Music Publishing and Sony Pictures Entertainment Inc. With some 900 million Sony devices in hands and homes worldwide today, a vast array of Sony movies, television shows and music, and the PlayStation Network, Sony creates and delivers more entertainment experiences to more people than anyone else on earth. To learn more: www.sony.com/en.

Position Summary

Sony Corporation of America (SCA) is seeking a Sr. Director of Customer Operations to support the launch of a new business incubated within SCA.

Job Responsibilities

• 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.
• Coordinate across other Sony business units on technical and process collaborations needed to best enable a “One Sony” experience 
• Envision, build, and lead the Customer Operations function with overall responsibility for customer facing virtual and in-home support operations.
• 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.
• 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.
• Keep ahead of industry’s developments and apply nascent technologies such as AI to efficiently address customer needs with minimal need for human escalation.

Qualifications For Position

Your qualifications and experience should include: 

• All candidates must be authorized to work in the USA  
• Demonstrated ability to launch new businesses, from business design to first new customer served
• Adaptability to changing requirements and the ability to be deeply creative while providing operational rigor a must
• Bachelor's degree required.
• Self-starter with a growth mindset who is equal parts doer and teacher with passion for enabling world-class customer experiences
• Proven ability to structure, hire, and lead diverse teams, as well as demonstrated ability to lead in a cross-functional environment across multiple time zones.
• Experience running call center operations and implementing AI first customer support workflows that enable customer self-service with minimal escalation.
• 15+ years of extensive experiences in managing virtual and/or in-home operational customer service teams preferably in technology, software and/or telecommunications industries.
• Demonstrated ability to design and oversee launching new products and services within a large company environment, working at a start-up pace

In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity, and Inclusion. We are committed to creating an inclusive employee experience for you to thrive as part of Sony’s purpose to “fill the world with emotion through the power of creativity and technology”.

Benefits:   

 

SCA offers benefits-eligible employees (generally regular employees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their family’s physical, emotional, and financial well-being.  

 What we offer you:

• Fertility benefits, including surrogacy, and adoption assistance programs  
• Paid parental and caregiver leave  
• 401(k) Plan with pre-tax, Roth, and after-tax options and company match which vests immediately
• Education assistance and student loan programs   
• Voluntary benefits such as group legal, identity theft protection, accident, and hospital indemnity insurance 
• Employee assistance plan and comprehensive behavioral health benefits
• Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children 
• Comprehensive medical, prescription drug, dental, and vision coverage with coverage for spouses/domestic partners and child dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA) 
• Short-term & long-term disability plans  

 

Other Programs: 

• Matching gift program  
• Employee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions)  
• Referral bonuses (subject to eligibility)  
• Annual incentive bonus
• A wide variety of employee business resource groups (EBRGs)  
• Special discounts on Sony products, offered exclusively to Sony employees
• Time off to include vacation, paid holidays, sick leave, Summer Fridays (early release), and a winter break between Christmas and New Year’s Day (based on business needs)

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.

Sony is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

Disability Accommodation for Applicants to Sony Corporation of America

Sony Corporation of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at [email protected] or by mail to: Sony Corporation of America, Human Resources Department, 25 Madison Avenue, New York, NY 10010. Please indicate the position you are applying for.

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While SCA does not require employees to be vaccinated against COVID-19, there are certain Sony offices that require employees to be vaccinated in order to enter. If you will be located at or travel to those offices, you will be required to be fully vaccinated to enter. The Company will consider requests for reasonable accommodations for documented medical reasons and for sincerely held religious beliefs in accordance with applicable law. Please do not include proof of vaccination status or any indication of a possible request for a vaccination accommodation when submitting your application materials. If applicable, the Company will follow up with you directly to request proof of vaccination and to discuss any potential accommodations.