Member Services Team Manager

  • Ancestry
  • Nov 10, 2021

Job Description

About Ancestry:When you join Ancestry, you join a human-centered company where every person’s story is important. We believe that by discovering the struggles and triumphs of our past, we can foster deeper bonds and more meaningful connections among families and communities. Our talented team of scientists, engineers, genealogists, historians, and storytellers is dedicated to empowering customers around the world from all backgrounds on their journeys of personal discovery.
With more than 30+ billion digitized global historical records, 100+ million family trees, and 20+ million people in our growing AncestryDNA database, Ancestry helps customers discover their family story and gain a new level of understanding about their lives. Passionate about dedicating your work to enriching people’s lives? You belong at Ancestry.
The Role:
We are looking for a customer obsessed Team Manager to help lead our Member Services team to provide world class member experiences. You will directly manage a team of 15 Customer Solutions Associates, with full responsibility for the performance and development of your reports. Our Team Managers have extended responsibilities, contributing and participating in all key aspects of the Member Services operations; from hiring great talent to influencing product improvement, as well as their team’s engagement, performance, training, and quality - contributing to our company mission to empower journeys of personal discovery to enrich lives. This role involves some weekend days and shift work – starting at 12:30pm until 9pm.

Key Responsibilities

Manage team performance against KPIs and Values through 1:1s, QA and effective team meetings.Drive results through innovation and process improvement to consistently exceed goals, whilst leading others to do the same.Increase department productivity through effective management, engagement, and coaching techniques.Responsible for the effective delivery of new hire and on-going training, including systems training and soft skills.Build effective teams through employee engagement, sharing successes, fostering open dialogue, and enabling team members to own their work and careers.Demonstrate strong leadership through timely feedback and excellent communication skills.Champion change within the department, while being able to handle and manage ambiguity.Leverage customer information to improve products and services.Demonstrate and maintain commitment by seeking out additional responsibilities and volunteering for projects.A strong focus on output and producing results on time and to a high standard.  

Required Skills & Experience

Solid background in customer service, including proven ability to lead effectively.Experience in a contact centre environment essential.Track record of effectively coaching and developing a team to deliver outstanding customer support and results against business goals.Advanced interpersonal, time management, and organizational skills.Sales experience is preferred but not essential.Fluent English with excellent written and verbal communication skills.Language skills an advantage; Swedish, German, or French preferred but not essential.Availability and flexibility to work shifts within contact centre opening hours of 8am to 9pm, 7 days a week.
Additional Information:Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.
All job offers are contingent on a background check screen that complies with applicable law.  For San Francisco office candidates, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.  
Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.