Member Services Senior Team Manager

About Ancestry:

When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.

Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve. Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

We are looking for a customer-obsessed Team Manager to join us on a fixed-term basis for 12 months maternity cover. Your job will be to lead our Member Services team and provide world-class member experiences. You will directly manage a team of 15 Customer Solutions Associatesand Escalation Specialist CSAs, and be responsible for the performance and development of your reports.

You will contribute and participate in all critical aspects of operations, from hiring great talent to influencing product improvement. You'll also contribute to their team’s engagement, performance, training, and quality, contributing to our company mission to empower journeys of personal discovery and enrich lives.

This role has a set shift from 9:30 - 6pm Monday through Friday, with some flexibility required.

What you will do

• You will manage team performance to KPIs and Ancestry Values

• You will drive results through innovation and process improvement to consistently exceed goals

• You will be responsible for the effective delivery of new hires and ongoing training

• You will build effective teams through employee engagement, sharing successes and fostering open dialogue

• You will demonstrate strong leadership through timely feedback and excellent communication skills

• You will champion change within the department while being able to handle and manage ambiguity

• You will leverage customer information to improve products and services

• You will manage a blended team, including our escalation team, working to improve processes and develop the team to the next level

Who you are

• You have a solid background in customer service, including proven ability to lead effectively

• You have experience managing in a contact centre environment

• You have a track record of effectively coaching and developing a team to deliver results

• You work well as part of a team and off your own initiative

• You can manage projects while creating a strong-performing team

• You are fluent in English with excellent written and verbal communication skills

• Sales experience is preferred but not essential

• Language skills are an advantage; Swedish, German, or French are preferred but not essential.

• You're available and flexible to work shifts within contact centre opening hours of 8 am to 11 pm, seven days a week

Benefits

• 25 days holidays per year (pro rata) plus ten bank holiday days

• Health and dental care for you and your dependents.

• A once-off $250 WFH allowance will help you set up your home office.

• Monthly WiFi reimbursable allowance of $105

• LinkedIn Learning courses for all employees

• An Ancestry All Access Subscription gives you access to the world’s largest online collection of historical records and an AncestryDNA kit to get you started on your own journey of discovery.