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Senior Manager-Audience Experience

JOB TITLE: SENIOR MANAGER - AUDIENCE EXPERIENCE

LOCATION: MUMBAI, INDIA

OUR STORY:

JioSaavn is South Asia’s leading music streaming service. We are over 200 entrepreneurs, across New York, California, Mumbai, Gurgaon, and Bangalore, who help music lovers access, discover, and listen to their favorite songs across languages and genres. In early 2018, a merger between JioMusic and Saavn was announced; creating a combined entity valued at over $1 billion. 

We blend digital technology, data analysis (which we have affectionately coined Music Science), and a strong, fearless business acumen to reach all corners of the globe. Through partnerships with Apple, Google, Amazon, Facebook, Twitter and Shazam - to name a few - JioSaavn reaches more music fans across the world. Our award-winning mobile products, partnerships, innovations and thought leadership have been featured in some of the world’s leading publications, from The New York Times, to The Wall Street Journal, The Economic Times to Forbes, and many more. We are well-funded by some of the world’s most successful institutional investors and global media companies as well as a number of strategic individuals. Beyond investing, they are advisors and supporters of our vision, our passion, and our collective ability to deliver a revolutionary music experience as the leader in India.

OUR CULTURE:

At JioSaavn, we ignite passion and performance to work towards a collective goal: creating the perfect mobile entertainment ecosystem that delivers the best possible music experience to millions of listeners around the world. Our default mode is that of perpetual innovation. Together, we form a concerted rhythm that goes beyond borders. We don't just go with the flow, we create it.

JioSaavn offers a dynamic and unconventional work environment, full of fun wholesome experiences – from in-office performances by some of the world’s most beloved musicians to opportunities for international travel. We believe creativity and technology blend together like sweet melodies. When you choose JioSaavn, you join a diverse world of high-calibre techies, artists, and inventors hailing from companies like Yahoo!, Twitter, LinkedIn, Google, Qualcomm, HBO, Microsoft, Flipkart, Amazon, Paytm, Quikr, MSN, and NDTV. We are one of the few digital companies to provide employment opportunities that meet the Silicon Valley benchmark – right here in Mumbai! Figures, since we’ve got Silicon Valley covered, too.

Our value-based, people-first work culture is about empowering every individual in our global team to be catalysts for change in this dynamic digital world. Every day is an opportunity to bring your vision to life, and to expand, learn and grow. No idea is left unconsidered. No voice is left unheard.

With listeners speaking multiple languages in almost every country in the world, we like to think we have the most diverse user base on the planet. This has only been made possible because of the value we place on radical inclusivity in our offices across the globe. We believe different is wonderful, and what sets us apart is also what brings us closer. JioSaavn prides itself on being an equal opportunity employer. We have committed ourselves to creating a safe environment with fair and equal access and opportunities, sans discrimination. We encourage everyone to be open to experiences and perspectives beyond their normal; divergent thinkers create differentiated products, and even better music.

If our vibe matches with yours, we'd love to hear from you.

ROLE:  

JioSaavn is looking for a service and communications all star to join our Audience Experience team in our Mumbai, India office. The Audience Experience team manages customer conversations from across the globe over various digital channels. You should be a team player, with a passion for good communication, clear writing, and most of all a love for providing high quality and efficient service and support to our listeners.

The perfect candidate will be a role model, not just for the Audience Experience team, but across the company, exemplifying the attitude and level of service we cherish at JioSaavn. You will report directly to the Head of Audience Experience division, and serve as a lead for the primary interface with our users.

RESPONSIBILITIES:

  • Lead a team of audience experience associates and line manager(s) towards achieving team and organizational goals.
  • Model and drive a culture of customer advocacy within the team and become the voice of our users, within JioSaavn, by sharing critical feedback, possible areas of focus, and moments of customer delight.
  • Ensure that the audience experience team is motivated and equipped to deliver superior solutions for issues large and small, and create delight for our listeners.
  • Employ business process management techniques to constantly monitor and improve processes so as to effectively and efficiently handle user requests, persistent issues, and enhance performance standards.
  • Spearhead and execute team projects and contribute effectively to organizational projects.
  • Monitor key team performance indicators such as SLAs, Quality, CSAT etc. and take corrective actions when required.
  • Take ownership of the performance management framework for the team, gauge its efficiency and implement tweaks or incremental enhancements as may be required.
  • Coach line managers and associates.
  • Fine tune data reporting practices and techniques in order to review the performance of the team as well as to identify and highlight trends related to listener issues.
  • Synthesize, analyse, and communicate within JioSaavn, trends based on the diverse feedback from our listeners, across social media, email, and app store reviews.
  • Work with Product, Engineering and Content teams to constantly refine one’s understanding of Jiosaavn’s products and technology, and become increasingly self-sufficient.

 

REQUIREMENTS :

  • Bachelor’s degree from reputable university.
  • 8+ years in Customer Relationship Management, with at least 6+ years’ experience managing teams that handle user queries and feedback through emails, social media like Facebook, Twitter, and app stores like Google Play & Apple iTunes. (Prior experience in a reputed Social Media Agency will be ideal).
  • Ability to motivate team members and drive consistent performance across a multi-site operation.
  • Experience working on software like ZenDesk, Freshdesk, or similar.
  • Strong project management skills and ability to deliver and drive results.
  • Exceptional communication skills – both written and verbal – including ability to communicate clearly and professionally at a level suitable for a variety of audiences.
  • Should be comfortable working independently as well as in a team environment.

Why You Should Apply

Okay, enough about what we expect from you… here’s what you can expect from us!

  • We’re a happy-go-lucky bunch, who thrive on making others smile.
  • We’re all stationery freaks. You may turn into one being around us!
  • There’s no such thing as a boring day. There’s always a new challenge, something to learn, and customer insights to share.
  • Lots of Saavn love, and of course, lots of music all around you!

 BENEFITS AND PERKS:

At JioSaavn, we blur work and play, and you get all the perks of a global company.  You will get to work with a dynamic group of entrepreneurs, who are delivering results and working zealously across time zones to make a difference in the way the world experiences music.  We love what we do, and we think you will too.

  • Group Mediclaim
  • Flexible vacation policies
  • Free healthy (and unhealthy) lunches & snacks
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