Product Support Program Manager

Sony; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A global leader in entertainment is seeking a Manager for the Global Consumer Experience team. Responsibilities include managing consumer journeys, collaborating across departments, and enhancing support capabilities. The ideal candidate has 3-5 years in product support, strong analytical skills, and project management experience. This role offers a hybrid working environment with a discretionary bonus and comprehensive benefits package, including private medical insurance and a subsidized café.

Benefits

Discretionary bonus opportunity

Hybrid Working

Private Medical Insurance

Dental Scheme

25 days holiday per year

On Site Gym

Qualifications

• 3-5 years in product support with an emphasis in customer experience.
• Requires building compelling presentations to influence others.
• Ability to work on multiple programs simultaneously.

Responsibilities

• Manage the end-to-end consumer journey identifying key challenges.
• Enhance agent knowledge and refine processes for consumer issues.
• Analyze support data to identify trends and drive improvements.

Skills

Project Management

Customer Experience

Analytical Skills

Communication Skills

Leadership

Interpersonal Skills

Education

Bachelor's degree in Business Management or Administration

Tools

JIRA

MS Visio

Adobe Analytics

Job description

Why PlayStation

PlayStation isnt just the Best Place to Play its also the Best Place to Work. Today were recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5 PlayStation4 PlayStationVR PlayStationPlus acclaimed PlayStation software titles from PlayStation Studios and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation technology and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment a wholly-owned subsidiary of Sony Group Corporation.

Role Overview

PlayStation is for everyone! Global Consumer Experience (CX) provides global services including customer care digital commerce support and online platform moderation. We build and retain brand loyalty by representing the exciting and unique entertainment ecosystem available on PlayStation.

Are you a problem-solver who enjoys removing obstacles and is comfortable working across regions and cross-functionally? Do you have experience performing under pressure in a dynamic environment and can partner across an organizational matrix to deliver optimal results against ambitious timelines? We are looking for someone who is passionate about gaming and has an interest in supporting Sony Interactive Entertainment products and services.

What you’ll be doing

You will be responsible for managing the end-to-end consumer journey identifying key challenges and collaborating with cross-functional teams to share insights and feedback that drive meaningful improvements to the overall consumer experience.

As a subject matter expert for your assigned lines of business you will enhance agent knowledge refine processes and policies and ensure that consumer issues are resolved effectively ideally on the first contact.

Other responsibilities

• Establish and lead go-to-market framework across Customer Experience workstreams
• Ensure delivery of advanced support readiness activities before new launches content changes promotions and major events. Readiness activities include consumer self-help messaging and documentation agent awareness process documentation and reporting.
• Author business requirements support user acceptance testing drive hypercare and transition aftercare efforts to Operations support post release to ensure support is delivered as planned.
• Develop improve and maintain Customer Support workflows knowledge documentation and contribute to creation of training materials. Align across collaborators to ensure accuracy and efficiency of flows.
• Work across the CX teams to improve self-service support working to eliminate repeat contacts create internal knowledge articles troubleshooting workflows and delivery on automation and innovation strategies.
• Collaborate closely with the Operation team in the investigation of impactful issues / escalations and coordinate with collaborators to determine exception handling to mitigate risk.
• Analysis of support data to identify trends opportunities and drive improvement efforts and efficiencies.
• Provide regular reporting around contact drivers consumer feedback and analyze support cases and survey data to identify the cause of issues to drive improvement efforts.
• Demonstrate the ability to develop a strong cross-functional network.
• Accurately scope length and difficulty of tasks and projects; set objectives and goals; organize work into process steps; develop schedules. Anticipate and adjust for problems and roadblocks.
• Regularly report and present to partners on critical support metrics and the status of efforts you are leading.

What we’re looking for

• 3-5 years in product support with an emphasis in customer experience.
• Knowledge and effective use of project management processes and tools such as JIRA Trello Wrike or equivalent tools.
• Experience creating and maintaining workflows via MS Visio Miro or equivalent tool.
• Analytical approach with the ability to parse through a large volume of data to detect trends and report on insights. Adept at using reporting tools
• Ability to work well independently or within a team and adapt to dynamics associated with emerging / maturing products and services
• Ability to work on multiple programs simultaneously
• Bachelors degree in Business Management / Administration or equivalent combination of education and experience.
• Evening and weekend schedule flexibility required to support major releases / launches and to triage unexpected incidents.
• Requires building compelling slide decks and present a narrative that will influence others
• Ability to build and contribute to business cases
• Ability to create business requirements
• Travel to Sony offices and / or contact centers
• Strong customer service and interpersonal skills
• Past success in establishing support protocol when a new product is publicly released
• Working understanding of analytics software e.g. DOMO Adobe Analytics or similar

Benefits

• Discretionary bonus opportunity
• Hybrid Working (within Flexmodes)
• Private Medical Insurance
• Dental Scheme
• 25 days holiday per year
• On Site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers

Equal Opportunity Statement

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity gender expression and gender reassignment) race (including colour nationality ethnic or national origin) religion or belief marital or civil partnership status disability age sexual orientation pregnancy maternity or parental status trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.

Required Experience

Manager

Key Skills

Project Management Methodology,Project / Program Management,Program Management,Management Experience,Microsoft Powerpoint,Project Management,Microsoft Project,Budgeting,DoD Experience,Leadership Experience,Supervising Experience,Contracts

Employment Type

Full Time

Experience

years

Vacancy

1

Monthly Salary

Salary : 3 - 5