Sr. Director, Customer Support

Found in: Resume Library US A2 - 2 weeks ago


Orlando Florida, United States NBCUniversal Full time
Job Description

 

SPORTS NEXT 

NBC Sports Next is where sports and technology intersect. We’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology. We’re a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.   

At NBC Sports Next, we equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including , the largest youth sports club, league and team management platform; , the first ever streaming service for youth and amateur sports, , the leading online tee time marketplace and provider of golf course operations technology; and  the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.   

FANDANGO 

Over the past twenty years, Fandango has built a network of direct-to-consumer digital brands, where 50 million+ fans unite to celebrate their love for movies, TV and streaming.  We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer, , which tickets for more than 31,000 U.S. movie screens; world-renowned entertainment review site, ; and (previously known as Vudu), the on-demand streaming service offering the industry’s best selection of 4K UHD titles and more than 250,000 new release and catalogue movies and next day TV shows.  

Come join us as we work together as one team to innovate and deliver what’s Next.  

Job Description

The Senior Director of Customer Support will lead a team of Directors, Managers, and Agents in providing customer support to those using our technology products or ecommerce platforms. This role will be responsible for monitoring daily operations, leading their direct reports to ensure they are engaging and inspiring our agents to deliver best in class service. Creating a culture of dedication, teamwork and professional growth will be critical to their success. They will also be the ambassador of the support team to other departments and executive leadership. The Sr. Director will work closely with the Vice President of Customer Support to develop strategy and organizational structure for both efficiency and scalability.

Job Duties

Promote our “why” to inspire and engage our agents in delivering excellent customer service.

Create clear and concise expectations, policies, operating processes, performance metrics and communicate each verbally and in writing.

Maintain and deliver transparent scoreboards to agents, management, and leadership.

Deliver accountability through honest feedback, appropriate recognition, and private coaching.

Assist leaders in maintaining a high energy, engaging, servant culture, committed to the personal development of our teammates.

Drive customer loyalty by ensuring quality is calibrated and measured regularly.

Ensure leaders are creating efficient daily workflow processes, utilizing operational metrics to gauge performance and ensure timely service.

Partners with Senior Leadership in developing strategy, scalability, and an organizational structure to match company growth.

Perform regular one on one meetings with leaders, focusing on performance, professional growth, and employee needs.  

Advocates both accomplishments and challenges to the organization and leadership.


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