Project Employee, Customer Experience Operations

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About the position

This position is responsible for the quality assurance of the NBA and WNBA digital products across multiple platforms with an emphasis on mobile applications, web, and connected devices. The Project Employee, Customer Experience Operations role will also work directly with the NBA and WNBA’s customer support operation to ensure the preparedness of the leagues' support agents. This Customer Experience Operations role will work alongside the 24/7 Digital Operations Center on night-to-night eyes on glass product monitoring, verification, and escalation processes. The role will focus on ensuring that product feedback and issues identified by NBA and WNBA fans on a daily basis are investigated and escalated in real time by communicating directly with the global, 24/7 customer support operation. Through product bug verification and incident management tracking processes, this role will ultimately contribute to dictating priority bug fixes and communication to NBA and WNBA fans.

Responsibilities

  • Watch and monitor live NBA and WNBA games across the suite of digital products
  • Quality control of the NBA and WNBA’s digital products across all supported platforms
  • Document and escalate product and business issues to be addressed by NBA and WNBA stakeholders
  • End-to-end product QA bug scrub processes in partnership with the NBA and WNBA Product and Engineering teams
  • Create reports around customer support insights, key initiatives, and product performance
  • Interface with support agents and team leads in real time to address feedback and issues identified by fans
  • Monitor fan inquiries in Zendesk and sentiment on message boards and social media to report on and address feedback relating to our digital products
  • Data-driven research projects on digital products to support opportunities for innovation
  • Evaluation of non-NBA digital offerings from across the sports and streaming landscape
  • Flexible working hours to support evening and weekend customer-aligned activities

Requirements

  • Strong research and analytical skills
  • Good multi-tasking and project management skills
  • Ability to work in high-pressure environments
  • Excellent communication and interpersonal skills
  • Willingness to learn and master multiple digital products
  • Passion for delivering world-class online, mobile, and application experiences for sports fans
  • Comfortable proposing new ideas among various internal stakeholders and business units, and collaborating with design, technical, programming, marketing, and sales teams
  • Experience creating reports and presentations via PowerPoint
  • Experience with Zendesk or other customer support tools
  • Familiarity with the digital analytics; how to evaluate product performance, and visualization tools is a plus (e.g. Adobe, Tableau)
  • Knowledge of and passion for basketball
  • Knowledge of the current digital sports and technology landscape
  • Familiarity with various premium sports packages inside and outside the NBA
  • Familiarity with all platforms, including web, mobile web, iOS, Android, game consoles and connected TVs

Benefits

  • medical
  • short-term disability
  • mental health coaching/therapy
  • sick time
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