Manager, Consumer Support
Manager, Consumer Support
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Salary Not Disclosed
1 Vacancy
Job Description
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 Manager Consumer Support drives loyalty by assuring the Consumer Support team delivers timely efficient and highquality care on the Business to Consumer ECommerce services. As Manager Consumer Support you will lead a team of energetic serviceminded specialists in delivering extraordinary care on every contact and an elite service rarely found in the industry.
Job Duties
- Coach specialists; delivering our why and committing to the personal development of each team member.
- Create clear and concise expectations maintain transparent scoreboards encourage and coach performance deliver accountability with honest feedback.
- Maintain a highenergy engaging servant culture complete with specialist recognition programs.
- Create and execute efficient daily workflow processes through the use of operational metrics to gauge performance and ensure timely implementation and support.
- Recruit hire and coach a group of specialists focusing primarily on customer service and general support of Business to Consumer ECommerce services.
- Contribute to the success of a quality program which certifies a high level of care is consistently being delivered utilizing NPS as the primary driving metric.
- Utilize industry expertise to influence product development in order to address customer needs and improve implementation and support efficiencies.
- Be well versed in all Consumer Support operations as you will collaborate with other internal teams and key stakeholders and will coordinate processes focused in areas such as Sales Marketing Product Management among others.
Qualifications :
Basic Qualifications
- 1 years experience in a customer service or B2B or B2C 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
- Previous experience with ECommerce products golf ticketing subscription services and technology products is strongly desired
- Account management project management and problemsolving skills
- Indepth understanding of golf course operations
- 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 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
Employment Type
Full-time
