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Director, Product Management - Subscriber Success

6528

New York, NY, US, 10019

Technology
New York
Full-Time

Showtime Networks Inc. (SNI) owns and operates the premium television networks SHOWTIME®, THE MOVIE CHANNEL™ and FLIX®, and also offers SHOWTIME ON DEMAND®, THE MOVIE CHANNEL™ ON DEMAND and FLIX ON DEMAND®, and the network's authentication service SHOWTIME ANYTIME®. Showtime Digital Inc., a wholly owned subsidiary of SNI, operates the stand-alone streaming service SHOWTIME®. SHOWTIME is currently available to subscribers via cable, DBS, and telco providers, and as a stand-alone streaming service through Amazon, Apple®, Google, LG Smart TVs, Oculus Go, Roku®, Samsung Smart TVs and Xbox One.

 

The Director, Product Manager, Subscriber Success leads a team of technical escalation managers monitoring for issues negatively impacting subscribers of our SHOWTIME stand-alone streaming service and Showtime Anytime, our TV Everywhere service! In this role, you will focus on prioritizing and leading resolution of any issue that disrupts subscribers’ smooth experience and you’ll strive to stay up-to-date on subscribers’ feedback and suggestions concerning our products so as to identify improvements.

 

You’ll work with your team and the larger product team to develop your understanding of the components of our web sites, apps and backend to formulate/pursue theories about the causes of problems affecting subscribers, and you will support your team in being tenacious and creative in using the tools and resources at hand to pursue the underlying causes/resolutions for issues you’re tracking.

You’ll recommend product improvements based on customer feedback, and will be responsible for advocating for prioritization of, defining requirements for, and working with the product management, program management and development teams to implement improvements for customers.

 

Your Responsibilities:

 

  • With your team: discover, prioritize, pursue resolution of, and report on obstacles and issues negatively impacting the subscriber experience with our service or apps in production.
  • Develop processes to regularly synthesize and elevate customer feedback into product improvements.
  • Partner closely with the Customer Care team to improve the feedback cycle to continuously pursue faster identification, response and resolution to issues subscribers are experiencing.
  • Communicate clearly and frequently with all partners about ongoing issues our subscribers are experiencing. Escalate new issues via established escalation procedures.
  • Schedule and/or provide support and monitoring of the Showtime service during high-traffic, high-viewing periods including season premieres and season finales, pay-per-vew events, and new app and feature launches.
  • Work with your fellow product managers to understand new features and ensure all new apps and features introduced into production are well understood by your team and the Customer Care team in order to optimally educate and support subscribers.
  • Work with Customer Care, your team, and developers to improve our internal Admin Tool and introduce/develop new tools that help us better assist our subscribers
  • Recommend improvements you feel would enable our subscribers to use our products more successfully, advocate to prioritize those improvements, and product manage those improvements into reality
  • Be the product lead who owns and drives resolution of larger-impact unexpected issues that crop up in production and impact subscriber success.
     

Your Skills and Experience:
 

  • You have significant product, program management or development experience, preferably on video-based streaming media products
  • You have a track record of – and a passion for – digging in and solving complicated issues.
  • You have experience using developer/debugging tools like Xcode, Wireshark and Charles
  • You are experienced in using Jira (or other similar ticketing systems) for issue, task and requirements management
  • You have experience leading teams to deliver results

 

#LI-AD1

 

ViacomCBS is an equal opportunity employer (EOE) including disability/vet. 

 

At ViacomCBS, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. ViacomCBS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status. 

 

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access. https://www.viacomcbs.com/careers as a result of your disability. You can request reasonable accommodations by calling 212.846.5500 or by sending an email to viacomaccommodations@viacom.com. Only messages left for this purpose will be returned. 

ViacomCBS believes in creating environments that allow our primary focus to remain on providing entertainment, education and information to our millions of viewers around the world. As part of this commitment to health and safety, ViacomCBS requires COVID-19 vaccines for current U.S. employees, including all newly hired employees, subject to applicable law. Union employees are subject to what is outlined in their applicable collective bargaining agreement.


Nearest Major Market: Manhattan
Nearest Secondary Market: New York City