Company Description
TIDAL was founded for artists by artists as the next innovative streaming platform to bring value back to the music industry. We empower artists with the products, resources, services, and content required to take control of their careers and connect more deeply with fans. Available in over 60+ countries, TIDAL continues to help artists break down economic barriers to continue creating what's next in culture. TIDAL is part of Block, Inc. (NYSE: SQ), a global technology company with a focus on financial services.
Job Description
Being part of the Customer Success team puts you at the center of the organization, living in the product team at TIDAL. We are a small but mighty team that delivers the best customer experiences to all of our listeners and artists. Our team consists of quality and training, operations, social media and technology.
You Will:

• Manage the daily relationship with the call center vendor operations, ensure proper planning, staffing and direction of the operational functions.
• develop and execute any ramp planning based on product launches, marketing initiatives, and other cross functional roadmap activities.
• responsible for ensuring optimal service levels, quality and KPIs are consistently met.
• Manage an outsourced team of customer support advocates
• Identify friction within the fan and artist experience and communicate to internal stakeholders and drive policy and process changes.
• Be knowledgeable with current SOW's and Amendments and provide recommendations for needed changes
• Responsible for onboarding and offboarding vendor on TIDAL/Block systems and tools
• Work with vendors WFM and TIDAL F&S Team on staffing estimates

• Work with vendor and internal teams to manage any needed staffing adjustments including backfills and manual projects and provide preliminary recommendations (approve/deny) based on performance
• Daily supervisor check-ins, acknowledgement of TIDAL announcements, responses to requests for info/data, shared volume of social media verifications, shared results of knowledge checks, and shared results of QA scores
• Gather updates, changes & announcements from internal CS team and craft agent-friendly communications to share new resources, campaigns, processes, and tip sheets
• Manage overall escalations sent by vendor
• Collaborate with Training and Content Managers on needed agents resources as identified by vendor

Qualifications

• 5+ years of experience in prior vendor management roles, driving agent performance, informing the business of issues, communicating to QA/Eng issues
• 5+ years experience in Call Center Management/BPO Management with extensive knowledge working with outsourced vendors
• 5+ years experience with evaluation and leadership of off-shore operations
• Solid outsourced Contact Center or BPO management experience with inbound, outbound, chat and email
• Ability to travel up to 25% of the time and lead and inspire an inhouse workforce (Travel to include International locations)
• Leadership skills and people management skills derived from having direct and indirect responsibility for building and managing cohesive teams
• Financial services experience in lending and regulatory understanding

Qualifications

• 5+ years of experience in prior vendor management roles, driving agent performance, informing the business of issues, communicating to QA/Eng issues
• 5+ years experience in Call Center Management/BPO Management with extensive knowledge working with outsourced vendors
• 5+ years experience with evaluation and leadership of off-shore operations
• Solid outsourced Contact Center or BPO management experience with inbound, outbound, chat and email
• Ability to travel up to 25% of the time and lead and inspire an inhouse workforce (Travel to include International locations)
• Leadership skills and people management skills derived from having direct and indirect responsibility for building and managing cohesive teams
• Financial services experience in lending and regulatory understanding