Operations Manager, Fan Relations
Discovery Communications
Waco, TXThis was removed by the employer on 6/29/2021 7:32:00 AM PST
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Full Time Job
The Team
Fan Relations is a support function that exists to contribute to the stellar consumer experience whether the fans are engaging with our content on digital apps, websites, pay-TV, or other means. From new app launches to corporate and legal escalations, advertising inquiries, and our many other linear and digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.
The Company
Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. Our company is evolving as we expand from a traditional linear pay-TV business towards a convergent media and entertainment business that encompasses digital and mobile.
The Role
The Operations Manager, Fan Relations will lead a team of passionate Advocates, but will also build outstanding operations - optimizing all channels including email, messaging, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success. You will be a liaison working with product, engineering, business development, marketing, and finance to improve Discovery's most important strategic priorities. As appropriate, understand the ins and outs of customer support organizations what drives call volume, how to think about customer support in a digital, self-service manner and ready to apply your knowledge to help clients optimize and transform their customer service solutions.
Responsibilities
• Coach and mentor team members with a focus on professional development and upstream thinking
• Utilizes reporting tools to drive team to meet established department and company objectives, targets, KPI's, service levels and customer experience objectives.
• Lead and execute a customer service strategy that supports all products and services for Discovery and its affiliates
• Oversee day-to-day operations of the Fan Relations service center including call monitoring and trend analysis
• Defines and plans the achievement and success of key performance indicators (KPI's) for the team. Maintains overall responsibility of performance goals
• Foster relationships between business units and functions to ensure high levels of service
• Drives initiatives and recommendations or implementation of process improvements working cross-functionally with a focus on improved customer experience and team efficiency
• Creates culture of positivity, respect and teamwork through effective communication, team building, motivation and recognition
• Monitor the programs overall progress: anticipating risks, resolving issues and initiating corrective action as appropriate
• Select, attract, hire and retain world-class care professionals who are well prepared to provide exceptional customer service
Requirements
• Bachelor's degree in business administration or related field with 7 years of related experience
• 3 years in an advanced management role (preference given to those with program management experience) including performance management, coaching, resource management, employee development.
• Has a strong understanding of contact centres, live support tool operations and agent behaviours
• Excitement for working in a start-up environment with high level of ambiguity and change
• Proven ability to quickly adapt and drive the right results using data
• Experience with building or improving customer satisfaction, process quality, and process efficiency
• Exceptional communication (both written and verbal) skills; excellent at communicating with both technical and non-technical stakeholders, and ability to develop executive level messaging, report and presentations
• Has previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location
• Must have the ability to work a flexible schedule in support of operational needs
Nearest Major Market: Waco