Senior Manager - Online Customer and Community Management
Job Label: ODSK-CSMGR
This is a chance for an innovative and seasoned leader to transform our customer service function into a vertical offering and elevate the support services and experience of our customers. We will look to your dynamic personality to motivate our largest team and re-invent our approach to community management. As the world's largest online workplace for distributed work-teams we need to establish our community support offering as the gold standard in the CS arena and your vision and tactical execution will ensure this objective.
Every day at oDesk, thousands of people in over 90 countries connect, work and earn their living on our global employment platform working for employers ranging from sole proprietors to Fortune 500 companies. More than $5 million goes through our system every month. With over 2X growth in each of the past three years, oDesk was recently added to the Inc. 500 list of fastest growing private companies and selected as the People's Choice winner at TechCrunch50. In addition we have secured more than $29 million in funding from premier venture capital firms.
Based in our Menlo Park, CA headquarters your mission will be two-fold: First, will be to improve the experience of our community members who require assistance by increasing the ease and efficiency of our processes and systems. Second, will be to design and execute a strategy to position oDesk's support services as a vertical offering that drives publicity and recognition within the marketplace and throughout the CS space. In order to accomplish these goals you will need to have a proven record of elevating support services by improving processes and training as well as evaluating and implementing tools and systems that bolster our infrastructure and service. An assured presence, leadership and bias toward innovation will be critical to establishing our customer service offering as a marketable, referenceable and successfully utilized vertical offering that adds value to the oDesk product. Prior experience leading customer support, technical support or community management teams for web-based clients will be required, as well as strong presentation skills and the drive to build and manage a world class organization.
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