Job description
You Have: • Bachelors' degree in a relevant business or technology focused discipline. • 7+ years of direct experience leading a large customer experience team. • Experience managing a large volume of concurrent projects. • Experience working with distributed global teams and facilitating virtual and in-person meetings. • Create and explain detailed project metrics, schedules, milestone goals, status reports, and other documentation clearly. • Comfort working in an ambiguous startup culture • Experience leading and developing business cases for transformation • Ability to work across all levels of the organization and throughout the company and a variety of culturesJob summary About Us: Twitch is the world's biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It's where millions of people come together to chat, interact, and make their own entertainment. We're about community, inside and out. You'll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We're on a quest to empower live communities, so if this sounds good to you, see what we're up to on LinkedIn and Twitter, get interviewing tips on Instagram, and discover projects we're solving on our Blog. About the Role: We are looking for a Sr. Director of Customer Experience reporting to the VP of Trust and Safety who will lead the strategic direction of the Customer Experience team. This is an amazing opportunity to work with Twitch executive leadership, to make the future of Customer Experience a reality. Working with multiple teams within Customer Experience you will manage important programs focused on the delivery of our Twitch customer experience for our global and diverse community. You will also improve several important Customer Experience efforts ranging from vendor relationships, finance and budgeting, and the delivery of a customer experience for our partners. This position can be located remotely in the United States. You Will: • Support and develop a multi-year customer transformation roadmap that is: customer-centered, unique, creative, and delivered on-budget • Develop global communities of excellence for customer experiences, and driving regional accountability and leadership support for value creation • Be a customer advocate and partner with important customers and other teams / sponsors • Improve growth by implementing important metrics and a performance management system to identify value, guide successful implementations / roll-out and value / benefit realization • Be the primary contact and relationship manager of important external technology and service partnerships.
Bonus Points
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
The base pay range for this position in Colorado, Connecticut, Washington and New Jersey is $151,400 - $204,800 (hr/yr) and in New York City is $166,500- $225,200 (hr/yr). Pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign-on payment and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Applicants should apply via Twitch's internal or external careers site.
Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.
Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.
We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status, or other legally protected status.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
- Understanding of gaming, streaming, and online entertainment
- BS degree in a technical discipline or equivalent experience
- Medical, Dental, Vision & Disability Insurance
- 401(k)
- Maternity & Parental Leave
- Flexible PTO
- Amazon Employee Discount
- Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
The base pay range for this position in Colorado, Connecticut, Washington and New Jersey is $151,400 - $204,800 (hr/yr) and in New York City is $166,500- $225,200 (hr/yr). Pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign-on payment and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Applicants should apply via Twitch's internal or external careers site.
Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.
Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.
We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status, or other legally protected status.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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