LDR Career Opportunity: VP/Support

Listener Driven Radio (listenerdrivenradio.com) creates social music experiences for listeners around the world. LDR software for broadcast radio stations combines the power of crowdsourcing with the reach of broadcasting, allowing audiences to take over radio stations using their web browsers and mobile devices. We call it "crowdcasting."

With over 115 stations and networks using LDR around the world, we have had an outstanding two years of growth. Our partners include Clear Channel Radio, Cumulus Media, CBS, Greater Media, Radio One, Hubbard, Bonneville, and other leaders in the entertainment business.

LDR has a team of highly talented software engineers who have built our scalable interactive platform that connects listeners with our AM/FM/Internet radio partners.

Now, we have an opening for a Vice President/Support on our evolving team. Our company, support team, and engineering team has been expanding this year, and we are looking for a dedicated, hard-working and technically savvy leader who is passionate about customer satisfaction and leads by example for this position.

Responsibilities:

LDR’s Vice President/Support will lead the support department in producing ratings, revenue, and web traffic growth for clients by providing exceptional support, information, analytics, and training, while ascertaining client needs to influence LDR business and software development.

• Build systems, talent, and processes in order to scale our User Support & Operations function. Define what we should look like in 2-3 years and lead how we get there.
• Analyze and distribute client Metrics Reports.
• Oversee day-to-day maintenance of the LDR system / incoming support cases.
• Develop and maintain expert and trusted client relationships.
• Oversee and Manage quality assurance on new installations and deployment of LDR software for each client.
• Create, maintain, and improve standards for customer-facing support documents as well as internal training and system documentation.
• Identify opportunities for efficiencies in company support practices.
• Retain clients through proactive and persistent support.
• Interact with the development team to incorporate user feedback & support operations into the product development cycle.
• Document and refine “Feature Requests.”
• Consistently meet SLA benchmarks.
• Some early morning, evenings, and weekend output is required from time to time to support our global client base.
• Build and scale an expert team that can handle our increasing customer growth and maintain our 24x7 service coverage.

Required:

• Invaluble knowledge of all facets of customer retention (Customer Relationship Management).
• Invaluable knowledge in finding a resolution to a customer’s concerns and defining and developing a customer contact strategy.
• Expert knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements.
• Expert knowledge in developing customer service department procedures.
• Excellent management skills with ability to assign and monitor work.
• Excellent interpersonal skills.
• Excellent knowledge of company's products and systems.
• Excellent time management, communications, decision-making, presentation, human relations, and organization skills.
• Proficient PC skill.
• Ability to communicate technical info and ideas so others will understand.
• Ability to make appropriate decisions considering the relative costs and benefits of potential actions.
• Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.
• Ability to establish a long term vision and execute it.
• Passion for LDR and its customers/partners.
• An understanding of radio station ratings and web traffic metrics.
• Bachelor's degree in business, communications, or computer science--or equivalent experience.

Pluses:

• Experience with radio station automation systems.
• A basic understanding of web applications and/or PHP
• Relationships in the radio industry
• Passion for finding the right solutions to problems, rather than just the fast ones
• Enjoys learning about new technologies
• A love of music and/or radio!

LDR is a fast-paced, upbeat, exciting, and demanding startup environment. Our team is energetic and focused. The company is based in Rocky River, Ohio.

Launched in 2009, Listener Driven Radio has received exceptional market response and significant press coverage, including press in the Wall Street Journal, MSNBC, and a number of entertainment and music related press outlets.

If using your talent to pioneer a cutting-edge innovative social music platform excites you, LDR is the place for you to be. This is an exciting opportunity to join a team that is revolutionizing media!

Perks!

LDR offers exceptional compensation, great benefits, a 401(K) retirement plan, and a fun start-up culture and environment located in Rocky River, Ohio. You'll never be bored. We're always up to exciting new projects with major broadcasters and music partners around the world.

Please send your resume and cover letter (optional) to jobs@listenerdrivenradio.com All experienced applicants are encouraged to apply.