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 NortonLifeLock:

NortonLifeLock is the global leader in cyber security. Operating one of the world’s largest cyber intelligence networks, we see more threats, and protect more customers from the next generation of attacks. We help companies, governments and individuals secure their most important data wherever it lives.

ABOUT THE ROLE:

Lead a team of Product Support Analysts to deliver a world-class memorable service experience to promote member loyalty. Develop team members through coaching, accountability and career development opportunities while developing a positive environment for growth. Plan and coordinate workflow processes to produce maximum results. Communicate trends to the Executive Level team to initiate change. Display enthusiasm and a high energy level to provide service excellence and to resolve any issue. Support company strategic goals and implement organizational initiatives.

Responsibilities:

• Ensure timely follow-up on all member accounts via effective queue management and communication with the Executive Team.
• Participate in company-wide projects or teams to support the growth and development of new products and services without negatively impacting performance results
• Maintain regular and open communication with agents and peer managers; proactively inform peers and employees of important situations
• Create a “coaching culture” within the team and department.  Remain current on products and services and displays adaptability to changes
• Model, instil and reinforce the NortonLifeLock culture among the operations staff
• Support peers, employees and leadership through open communication and trust and sharing best practices
• Maintain and always enhance employee morale and productivity
• Work closely with and implement coaching recommendations from QA.  Provide performance feedback to support QA goals and create a positive environment to celebrate accomplishments
• Continuously seek ways to improve efficiency and effectiveness of our business.
• Responsible for all aspects of operational management of the team
• Manage a team of approximately 10-15 employees

Qualifications:

• Bachelor’s degree or, in lieu of a degree, an additional two (2) years of job-related experience.
• Two (2) or more years of job-related experience.
• Energetic and passionate problem solver with the ability to handle customer issues at a high level of complexity.
• Self-starter, able to work independently, lead, motivate, and inspire others.
• Strong analytical skillset, detail-oriented.
• Proven ability to lead a diverse group towards a common goal.
• Experience coaching and mentoring others in their professional growth and development.
• Strong organizational, motivational, and leadership skills.
• Able to protect all forms of highly confidential and proprietary business information and maintain the highest standards of privacy and security.
• Able to follow and abide by all information and security policies and practices.
• Able to work well with external members, including building vendor relationships.
• Displays sound problem-solving and analytical thinking skills.
• Effective communication skills, both written and verbal.
• Adaptability and flexibility in a fast-paced environment.
• Proficiency in relevant software and tools.
• Strong team collaboration skills and the ability to work well with cross-functional teams.

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds. 

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency. 

Gen complies with all anti-discrimination laws. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.