Ref#: R0010366

Additional Posting Location(s): Austin - Downtown, New York City, San Mateo, Scottsdale, Seattle, Stamford

Our mission.

As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.

The team.

Our Client Success team provides expert support to our clients, partners and fellow teammates around the globe. We focus on collaboration, the ability to adapt to client needs, and a passionate approach to service. Every month, over 200 million people count on us to help them find jobs, publish their resumes, process their job applications, and connect them to qualified candidates for their job openings. Simply put, we help our clients who help people get jobs.

Your job.

Indeed is seeking a passionate manager with a background in online advertising and client support to lead our growing Voice of Client team. This group provides technical support to our entire Client Success department. The ideal candidate is a technically minded, process-driven, results-focused individual who can liaise with our greater Client Success, Product and Engineering teams to deliver high-quality service to Indeed's pay-per-click (PPC) advertising clients. The person in this role will lead a group of individual contributors that support Client Success through prioritizing requests, sharing and evangelizing client needs, and partnering with Product to ensure releases best support our clients’ success. He or she will need to be supportive, communicative and a good teacher, while finding creative ways to engage the team. This person is a self-starter who, with guidance, can manage his or her own daily workload, operate well under pressure and balance competing priorities in a fun, results-oriented work environment. The Manager of VoC, Solutions will report to the Senior Director of Solutions and will work closely with other leaders in Product and Client Success to support our growing client base and Client Success team.

How Solutions works.

The Solutions team supports our partners across Client Success and clients through technical support for custom solutions, investigations, issues, and new ideas through a ticketing queue, 1:1 interactions, and product-oriented trainings. This team is also responsible for managing Client Success’ prioritized list of product needs, sharing them and partnering with Product teams across the globe as a key stakeholder, tracking the progress of Product initiatives, and communicating impactful new features and changes to Client Success.

  • Hire, lead and grow a team of VoC Specialists dedicated to delivering quality to our clients and internal partners.
  • Act as an escalation point for resolving difficult technical or product issues or addressing product roll-out challenges.
  • Conduct regular 1:1 meetings with team members.
  • Provide coaching, mentoring, and constructive feedback to team members to develop them professionally, fostering internal mobility.
  • Manage and communicate expectations and any internal changes affecting the team.
  • Work closely with internal management counterparts to foster team collaboration, drive professional growth, and inspire innovation amongst internal teams.
  • Be a product expert internally and externally.
  • Partner with Product Managers and Client Success Managers to ensure collaboration between teams.
  • Monitor workflow of the team to ensure SLAs are met, while highlighting process inefficiencies and opportunities for improvement.
  • Develop and implement new ideas that will achieve team and company-wide goals.
  • Promote a fun and zealous environment while hitting the KPIs set by the company.

About you.

  • 3+ years in Client Success or a related field required
  • 3+ years in a business-to-business environment preferred
  • Experience in the Senior Specialist or Team Lead role, or prior management experience required
  • A deep understanding of Indeed’s business model
  • Technical mindset, demonstration of keen interest in acquiring new technical skills, and comfort with technical conversations
  • Passion for client service and service excellence
  • Exceptional organizational, verbal and written communication skills
  • Bachelor’s degree preferred; advanced degrees a plus!

Indeed provides a variety of benefits that help us focus on our mission of helping people get jobs.

View our bounty of perks: