Description
The Internet is a big, busy place, and we at Yahoo! are proud to stand out in the crowd. As the world's number one Internet brand, servicing over a half billion people, we're determined to maintain our commitment to delivering news, entertainment, information and fun... each and every day.
In order to maintain our position as one of the world's most trafficked Internet destinations, we're always on the lookout for people with big ideas and big talent to help us provide our visitors with the innovative products and services they've come to expect from Yahoo!. We're looking for people like you.
How Big Can You Think?
Yahoo! U.S., a division of Yahoo! Inc., offers essential marketing services for companies doing business online. The group's search-based products and tools help businesses connect with highly motivated customers.
Position: Sr. Director, Customer and Content Solutions
Yahoo! Search Marketing Division - Yahoo! U.S.
Location: Burbank, Ca or Hillsboro, Or
Job ID: 17546
Job Description:
Yahoo! U.S, is seeking an experienced, results-driven senior director to lead our Customer and Content Solutions teams. This position is responsible for the overall success of Yahoo! Customer and Content Solutions (CCS) across a variety of locations and providers, managing a team of account, content and project managers supporting a set of business products.
S/he will be a key senior leader and decision maker providing common direction for a multi-state and international organization. Through direct leadership s/he ensures that the leadership team develops systems and programs that organize, analyze, motivate and develop Account Managers, Content Specialists and other team professionals. This position, in concert with other business unit leadership, will achieve and maintain best-practice, consultative service delivery through an innovative mix of people, technology and process to optimize revenue while managing cost. In addition, s/he will identify systemic issues affecting operations and work to identify and implement corrections or changes to meet both business and customer expectations.
The successful candidate will have:
• a demonstrated track record in directly managing vendors as well as operations, using a combination of strategic and tactical skills, in support of Yahoo! search and display advertising customers
• experience in creating and presenting compelling business cases that rationalize investment/implementation/integration of processes, technologies and policies
• experience in creating an organization focused on consistently delivering outstanding quality support to customers, while delivering on opportunities to increase revenue
• responsibility for leading the operation to deliver against stringent service, service level, and cost constraints
Primary Responsibilities:
• Provide overall direction and goals for the CCS leadership team, made up of Sr. Managers and Managers
• Develop and execute operations strategy and improvement plans supporting corporate goals and objectives
• Monitor and provide regular reporting on key performance metrics, including costs, revenue, compliance, quality, productivity/efficiency
• Develop and maintain productive and strategic relationships with stakeholders including internal business leaders, and partner vendors to understand business needs, identify best practices, and collaborate on solutions that drive business results and a strong customer experience
• Understands complex business models, technology, applications and functionality. Ensures optimal contact center infrastructure, design and management are in place to sustain operational locations and commitments
• Able to establish management practices appropriate for blended products and contact channels
• Strives to create a work environment that encourages employee loyalty, recognizes both individual and team performance and supports Yahoo!s core values and brand
• Leads new initiatives including successful rollout of new products, features and policies including negotiating and influencing peers and business partners to meet deliverables and dates
• Be on-site as needed at a variety of locations to support and make key decisions.
Basic Qualifications:
• Strong operational background including operations management (direct and/or indirect) with proven results in execution of large-scale, multi-disciplined projects and operations
• Able to apply operational knowledge of contact centers, administration, training and communications across a multi-site organization
• Able to demonstrate and apply a strong customer focus and deliver superior results
• Able to think and plan strategically and tactically
• Able to demonstrate a proven track record of successful problem resolution through development of multiple solution options
• Able to apply experience developing appropriate standard controls and methodology to manage costs while delivering exceptional results
• Able to identify and utilize strategic alliance opportunities that will support company growth initiatives
• Able to demonstrate strong personal effectiveness skills including integrity, trust, problem solving, decision-making, organizational effectiveness and results orientation
• Excellent interpersonal skills to influence decisions across departmental peers, organizational peers and functions to drive internal as well as vendor execution.
• Proven ability to work with senior management and inspire production staff.
• Strong financial skills to drive strategic planning, performance tracking and budgeting.
• Preference for candidates with online search and/or display advertising, merchant or web hosting experience
• Experience successfully managing diverse, cross functional operations, projects, teams
• Ability to mentor and grow the skills of junior colleagues.
• Prior management experience.
• BA/BS required
• Demonstrated ability to take ownership for large, complex projects.
• Ability and desire to work in a fast-paced environment where the company is driving innovation within the industry.
• Willing to travel to various domestic and international operations locations, including short term stays
Preferred Qualifications
• Understanding of Small and Medium Business customers, particularly in relation to ecommerce, web hosting, online advertising, etc.
• MBA or graduate degree preferred
• Siebel, Kana or other CRM/email systems a plus
• Prior experience in Contact Center management, operations, consulting and/or technology a plus
Yahoo! Inc. is an equal opportunity employer. For more information or to search all of our openings, please visit http://careers.yahoo.com.
0"> 
