Manager Training Quality

NBC Sports Next is where sports and technology intersect. Were a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology.

At NBC Sports Next we make playing sports better through innovative technology and immersive experiences for athletes coaches players and fans. We equip more than 30MM players coaches athletes sports administrators and fans in 40 countries with dozens of sports solution products including SportsEngine the largest youth sports club league and team management platform; GolfNow the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content tee time credits and coaching tips and more.

At NBC Sports Next were fueled by our mission to innovate create largerthanlife events and connect with sports fans through technology that provides the ultimate in immersive experiences.  

Come join us as we work together as one team to innovate and deliver whats Next.  

Our Training & Quality Manager Consumer Support ensures the Consumer Support team offers an exceptional customer experience by designing implementing and evaluating training programs ensuring adherence to quality standards and driving continuous improvement across NBC Sports Nexts Business to Consumer ECommerce services. As Training & Quality Manager Consumer Support you will lead a team of energetic serviceminded individuals whose focus is to deliver extraordinary care on every contact and provide elite service rarely found in the industry.  

Job Duties 

• Design implement and evaluate training programs to enhance employee skills and performance 
• Establish and maintain quality policies standards and procedures. utilizing NPS as the primary driving metric. 
• Create clear and concise expectations maintain transparent scoreboards encourage and coach performance deliver accountability with honest feedback. 
• Monitor and evaluate processes to ensure adherence to quality standards.  
• Identify training needs areas for improvement and implement corrective actions 
• Ensure training aligns with organizational goals and strategic objectives 
• Report out weekly and monthly metrics to all levels of Leadership on training related trends results and recommendations 
• Recruit hire and coach a training and quality staff focusing primarily on customer service and general support of NBC Sports Nexts Business to Consumer ECommerce services.   
• Stay uptodate with industry best practices and emerging technologies in training and development. 

Qualifications :

Basic Qualifications  

• 12 years experience in a training and/or quality assurance environment 

Desired Qualifications 

• Bachelors degree in related field 
• High level of organization with great attention to detail 
• Highenergy and engaging personality with the ability to convey patience leadership and remain calm in stressful situations 
• Strong computer skills including MS Word & Excel 
• Knowledge of golf or ECommerce is preferred 
• Proven experience in training and development quality assurance or related fields.  
• Proficiency in using training technologies and software. 
• Previous experience with ECommerce products golf ticketing subscription services or other technology products 
• Knowledge of quality management systems and methodologies  
• Experience with Salesforce Amazon Connect Voice and Office 365 
• Ability to learn new concepts quickly 
• Datadriven with an appreciation for organization and process 
• Excellent writer and communicator with strong presentation skills via phone online and inperson 

Additional Job Requirements 

• Must be willing to work in the Orlando FL office 
• Hybrid: This position has been designated as hybrid generally contributing from the Orlando office a minimum of three days per week. 
• Ability to work in excess of 40 hours per week and on weekends as needed sometimes with short notice 
• Ability to regularly be oncall 24 hours a day / 7 days a week sometimes with short notice 

Additional Information :

As part of our selection process external candidates may be required to attend an inperson interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversals policy is to provide equal employment opportunities to all applicants and employees without regard to race color religion creed gender gender identity or expression age national origin or ancestry citizenship disability sexual orientation marital status pregnancy veteran status membership in the uniformed services genetic information or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability you have the right to request a reasonable accommodation. You can submit your request to

Although youll be hired as an NBCU employee your employment and the responsibilities associated with this job likely will transition to SpinCo in the future. By joining at this pivotal time youll be a part of this exciting company as it takes shape.

Remote Work :

No

Employment Type :

Fulltime