Associate Manager Restoration

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 you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us! 

About the Role: 

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: 

College Degree or equivalent education and experience  

3+ years relevant experience 

Excellent verbal and written communication skills to influence and build consensus as well as proven presentation skills 

Proven track record of improving productivity and implementing new ideas 

Sales and/or client retention management experience preferred 

Strong leadership, motivational and coaching skills with ability to drive results and develop employees 

Ability to provide clear direction, praise and recognition to create a high energy, motivating environment for employees to work 

Results oriented, ability to prioritize, drive and achieve results 

Leadership experience in a call center setting preferred 

#DL1