Sr. Director, Customer Support

Found in: Talent US C2 - 2 weeks ago

Orlando, 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 SportsEngine, the largest youth sports club, league and team management platform; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass 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, Fandango, which tickets for more than 31,000 U.S. movie screens; world-renowned entertainment review site, Rotten Tomatoes; and Fandango at Home (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.

Qualifications

Basic Requirements

  • Bachelor’s degree.
  • Strong leadership and people management with proven track record of developing and promoting direct reports.
  • Ability to develop and execute business processes is imperative.
  • High energy and engaging personality with the ability to convey patience, leadership, and calm in stressful situations. 
  • Well organized and attention to detail are skills critical to success.

Desired Characteristics

  • 5+ years of experience leading leading customer service or sales teams.
  • Tech and golf savvy, ability to communicate enthusiastically with industry specific terminology.
  • Exceptional communication skills with PowerPoint and Excel proficiency; familiarity with SalesForce.com strongly desired.

Additional Job Requirements

  • Must be willing to work in Orlando, FL
    • Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
  • Willingness to travel and work overtime, and on weekends with short notice.


Additional Information

NBCUniversal's 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. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing AccessibilitySupport@nbcuni.com.

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