Sr. Manager, Consumer Support

Job Description

Job Description
NBC Sports Next is where sports and technology intersect. We're 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 we're fueled by our mission to innovate, create larger-than-life 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 what's Next.
Our Sr. Manager, Consumer Support drives loyalty by assuring the Consumer Support team delivers timely, efficient and high-quality care on NBC Sports Next's Business to Consumer E-Commerce services. As Sr. Manager, Consumer Support, you will lead an energetic, service-minded team in delivering extraordinary care on every contact and an elite service rarely found in the industry.
Job Duties
• Manage and Coach Managers and/or Supervisors, delivering our ''why'', and committing to the personal development of our next leaders.
• Collaborate with leadership to create, implement, and deliver on strategic direction, broader organizational goals, and ensuring alignment across multiple teams or departments
• Create clear and concise expectations, maintain transparent scoreboards, encourage and coach performance, deliver accountability with honest feedback.
• Recruit, hire, and coach a group of specialists focusing primarily on customer service and general support of NBC Sports Next's Business to Consumer E-Commerce services.
• Maintain a high-energy, 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.
• 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.
• Lead cross-functional initiatives associated with businesses within your responsibility
• Utilize industry expertise to influence product development in order to address customer needs and improve implementation and support efficiencies.
• Collaborate in the development of a quality program, to certify a high level of care is consistently being delivered, utilizing NPS as the primary driving metric.
Qualifications
Basic Qualifications
• 2+ years' experience managing people, preferably in a customer service and/or B2B/B2C setting
Desired Qualifications
• Bachelor's degree in related field
• High level of organization with great attention to detail
• High-energy 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 E-Commerce is preferred
• Previous experience with E-Commerce products, golf, ticketing, subscription services, and technology products, is strongly desired
• Account management, project management, and problem-solving skills
• In-depth understanding of golf course operations
• Experience with Salesforce, Amazon Connect Voice, and Office 365
• Ability to learn new concepts quickly
• Data-driven with an appreciation for organization and process
• Excellent writer and communicator with strong presentation skills via phone, online, and in-person
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 ''on-call'' 24 hours a day / 7 days a week, sometimes with short notice

Jobcode: Reference SBJ-xkw10o-13-58-146-48-42 in your application.