Customer Service Manager


Wizards Of The Coast

At Wizards of the Coast, we connect people around the world through play and imagination. From our genre defining games like Magic: The Gathering® and Dungeons & Dragons® to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection. That’s where you come in!

Do you look for ways to constantly improve customer service processes, tools, and systems with a mind towards improving efficiency?

We’re seeking a leader with a well-established history in Customer Service Management, that will help Wizards continue to evolve and develop our customer service strategy. As Customer Service Manager, you will play a meaningful role managing, planning, and implementing the future of customer service at Wizards of the Coast.

The Customer Service team provides support services for the entire Wizards of the Coast product portfolio, including analog tabletop gaming, organized play, direct to consumer, product replacement, and digital gaming. These responsibilities work in collaboration with the Sales, Creative, Marketing, Brand, Software Engineering, and IT Engineering teams, partnering with leaders of all disciplines to improve quality and efficiency.

What you’ll do:

  • Help drive strategic vision and customer support services to maintain alignment with Wizards' long-range growth plans.
  • Direct daily tasks and priorities for Customer Service teams.
  • Be a source of regular feedback from our customers to key stakeholders around the business by working to build and maintain a regular feedback loop on products and services.
  • Partner with internal teams to improve communication, knowledge sharing, scope of work and ownership between the teams.
  • Deliver regular reports and communicate how the customer service team is performing against its SLAs, short, medium, and long-term goals.
  • Provide regular feedback and identify training programs, team building exercises, career pathing, and educational opportunities to maintain a motivated, top performing team.
  • Work with other internal teams to resolve high-profile customer complaints and other priority customer-impacting issues that might arise during the course of business.

What you'll bring:

  • 5+ years management experience, 2+ years of direct supervisor or customer service management.
  • 4+ years’ experience in call center and/or corporate customer service.
  • Ability to successfully lead diverse, cross-functional teams and while remaining approachable.
  • Ability to craft clear, concise emails, presentations, and customer-facing communications that deliver your message with little-to-no grammatical errors.
  • Passionate about customer experience and a proven track record of developing and implementing process improvements.
  • Deep appreciation for KPI driven results.
  • Exceptional customer relationship skills.
  • Strong time management and organizational skills.
  • Superb attention to detail and decision-making skills.
  • Willing to learn and acquire new skills and adapt performance accordingly.
  • Experience working with a variety of customer service tools, including CRMs, soft phones, and chat is preferred.

We are an Equal Opportunity / Affirmative Action Employer

The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you are selected to move forward in our application process and need to request an accommodation, please let your recruiter or coordinator know.

Location: Renton, WA

Date posted: 2021-12-11