Manager, Consumer Support

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 Manager, Consumer Support drives loyalty by assuring the Consumer Support team delivers timely, efficient and high-quality care on the Business to Consumer E-Commerce services. As Manager, Consumer Support, you will lead a team of energetic, service-minded 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 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. Recruit, hire, and coach a group of specialists focusing primarily on customer service and general support of Business to Consumer E-Commerce 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.