Operations Supervisor, Connected Vehicle Response Center

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM Connect

SiriusXM Connect (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security and convenience services to millions of vehicle owners across major automotive brands. Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.

How you'll make an impact:

The Operations Supervisor - Connected Vehicle Response Center is responsible for delivering high-quality, efficient customer service and emergency assistance by overseeing the daily operations of a team of remote Response Specialists. Key responsibilities include driving departmental performance by achieving established metrics, coaching and developing team members to exceed expectations, and fostering a motivating, team-oriented environment. This role also involves hiring and onboarding new employees, recognizing individual and team achievements, and promoting a culture of collaboration, accountability, and continuous improvement.

What you'll do:

• Lead a team of contact center agents to consistently achieve quality, productivity, and service level goals.
• Leverage data analysis and reporting tools to manage performance, track key deliverables, and assess team effectiveness in alignment with business objectives.
• Monitor Response Center metrics regularly, identify performance trends or gaps, and implement corrective action plans when targets are not met.
• Drive continuous improvement in customer service excellence by identifying new opportunities to enhance the customer experience.
• Evaluate processes and procedures regularly to recommend and implement improvements that increase operational efficiency and service quality for both internal and external stakeholders.
• Actively participate in or lead special projects focused on process optimization and departmental improvements.
• Exercise sound judgment in escalating employee or departmental concerns to appropriate leadership channels.
• Prepare detailed reports and analysis to identify performance trends and provide actionable recommendations.
• Collaborate closely with the management team to assess current systems and contribute to decisions regarding future enhancements.
• Provide ongoing coaching, performance feedback, and development support to team members through regular one-on-one sessions.
• Hold team members accountable for their performance, recognize high achievement, and take appropriate action when expectations are not met.
• Maintain in-depth knowledge of policies and procedures to effectively lead and support the team in delivering high-quality customer interactions.
• Oversee case management to ensure timely and accurate handling in accordance with company policies and procedures.
• Communicate system updates and procedural changes clearly to ensure understanding and successful implementation across the team.
• Conduct performance evaluations and contribute to performance standards discussions; responsibilities include weekly call monitoring, documentation of coaching sessions, and completion of mid-year and annual reviews.
• Foster a high-performing, collaborative work environment that motivates team members to consistently perform at their best.

What you'll need:

• Bachelor's degree or equivalent combination of education and relevant experience.
• 2-4 years of leadership experience, preferably in a call center or customer service environment.
• Experience managing remote or distributed teams is highly preferred.
• Flexibility to work in a 24/7/365 operational environment.
• Exceptional interpersonal and communication skills, with the ability to interact effectively with staff at all levels (verbal, written, and reading).
• Strong public speaking and presentation abilities.
• Proven ability to coach, train, and develop team members to drive performance.
• Demonstrated problem-solving and decision-making skills, with the ability to analyze and resolve complex issues.
• Ability to identify process improvement opportunities and recommend actionable solutions.
• Strong time management, organizational, and multitasking skills in a fast-paced, dynamic environment.
• Ability to comfortably work independently as well as collaboratively in a team-based or remote setting.
• Track record of achieving measurable business results and meeting performance goals.
• High attention to detail with excellent proofreading, grammar, and editing skills.
• Professional demeanor with the ability to represent the organization effectively via phone and in person.
• Commitment to delivering exceptional internal and external customer service.
• Self-motivation with a proactive, positive attitude and strong follow-through.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Access).
• Proficiency in Google Workspace (Docs, Sheets, Slides, Forms, and Drive).
• Must have the legal right to work in the United States.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.