Customer Care Account Management

Description
Position Summary:
Customer Care Account Management provides the day-to-day management for projects, programs, and initiatives for the Search and Market Place Business Unit at Yahoo! You will be responsible for the customer experience with Search and Market Place products and improving such services that drive customer satisfaction with Yahoo. Relationship management, problem solving abilities, financial acumen and project management are essential skills to possess in order to be successful in this position. Yahoo! Search and Market Place is an important business for Yahoo! where you will be expected to help shape and grow our programs for years to come.

Primary Responsibilities:
* Primary contact and liaison to Search and Market Place BU. Responsible for day to day customer care project management for all Search and Market Place products; Facilitate regular communication with the BU and quickly resolve issues to ensure key performance indicators are achieved and maintained
* Work with all areas of Customer Care including Operations, Technical Operations, Outsourcer Vendor Management, Training and Quality to ensure accurate and timely communications regarding new launches, redesigns, or changes to the Search and Market Place products
* Create budget/forecasts on a monthly and yearly basis.
* Maintain and manage the Customer Care budget for all products within Search and Market Place.
* Assist customer care production through monitoring, feedback, resource planning, staffing, and all other methods to achieve and/or exceed metrics
* Monitor product activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, client/project content changes, ticket cycle time, agent productivity, bug reports, monthly business reviews etc.)
* Create and manage project plans along with managing all resources necessary to ensure project completion and/or service level attainment
* Coordinate the resources within Customer Care to ensure achievement of metrics and timeframes of projects
* Continually work with functional owners to identify and implement improvements
* Acquisition integration management

Qualifications and Skills:
* Minimum of 5 years business-to-business account management experience
* Minimum 10 years professional experience
* Minimum 3 years Project Management experience
* Budget creation, planning and analyzing skill set essential
* Ability to work in a high activity/pace environment with managing associated stress
* Excellent verbal and written communication skills to effectively communicate with various departments and levels within Yahoo!
* Excellent organizational skills and ability to work independently
* Analytical skills to interpret marketing, systems, and other technical information and form conclusions and/or recommendations
* Ability to handle ambiguity, juggle many tasks at once and quickly shift from one situation or task to another
* Must be able to bring order to a sometimes-chaotic environment
* Ability to handle confidential and sensitive employee information
* Experience with computer systems: MS Office required, MS Project a plus, Kana email management system a plus
* BS Degree required, MBA plus
* Some travel may be required