Associate Manager Restoration

Associate Manager, Consumer Support

Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy, and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.

When you're a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages.

Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.

If this sounds like youGen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and growjoin us!

About the Role :

The Associate Manager, Consumer Support will lead the teams responsible for handling alert and restoration calls on identity theft issues for NortonLifeLock products. The primary responsibility is to coach, develop and model behavior to their respective teams of Alerts and Restoration agents in order to create an energetic, positive and professionally charged environment. Also responsible for managing all aspects of the day-to-day operations as the Subject Matter Expert who will grow and support a world class agent.

Responsibilities :

• Develop team members through coaching, career development and motivational techniques.
• Accurately appraise strengths and opportunities of direct reports, providing constructive feedback and mentoring talent for measurable results
• Implement operational enhancements to improve team efficiency and manage team service levels and KPIs
• Support recruitment efforts, assess talent via interviews, and staff team to budgeted headcount
• Partner cross functionally with others to achieve optimal business solutions
• Assess and resolve escalated member issues with a relevant sense of urgency
• Be a subject matter expert across business processes, policies, product details, and quickly adapt to company's operational systems (e.g. Agent Desktop, Salesforce, Avaya, etc.)
• Lead the team to focus on customer service, critical thinking and efficiency within their case management.
• Assess department analytics and KPI's, report trends, and make appropriate business decisions to ensure we the department makes SLA goals.

Qualifications :

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.