Customer Experience Manager

This is a Full Time Job

Location: Santa Monica, California, United States; New York, New York, United States; Glendale, California, United States

Job Summary:

How will you contribute to our magical experience?

We are looking for a proactive and data-driven Customer Experience Manager to lead and elevate the experience of sports and third-party viewers across the Americas region. In this role, you will be the key driver of operational excellence, stakeholder management, and customer advocacy, ensuring that every viewer interaction reflects the highest standards of service.

You will act as the main point of contact (POC) for both internal teams and external partners, focusing on optimizing workflows, resolving escalations, mentoring team members, and amplifying the Voice of the Customer (VoC) to influence strategic business decisions. If you're a solutions-oriented leader who thrives in dynamic environments and enjoys making a meaningful impact through data-backed initiatives, this role is for you.

What You'll Do:
• Lead and manage relationships with third-party partners as the main CX point of contact.
• Monitor performance KPIs, share best practices, and drive continuous improvements.
• Collaborate with global teams to ensure smooth implementations and optimize workflows.
• Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
• Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
• Provide insights to local commercial teams to keep customer experience central to business decisions.
• Align strategies and feedback with regional BPO teams for effective communication and improvements.
• Manage multiple projects while maintaining daily operations and navigating complex organizations strategically.
• Understand sports-specific viewer challenges and deliver insights to VX and business teams.
• Act as liaison for local and regional sports teams to embed CX in sports-related decisions.
• Partner cross-functionally to create sports-specific training, quality guidelines, and talking points.

What You'll Need:
• Bachelors Degree or equivalent experience
• 5+ years in high-volume customer service environments that includes 1+ years people management or operational leadership experience in fast-paced operations
• Expert in capturing and leveraging the Voice of the Customer for actionable insights.
• Experience in development and managing distribution partners
• Strong analytical, data-driven mindset with KPI interpretation to enhance customer experience.
• Solid background in Customer Experience, ideally in Viewer Experience or digital media.
• Experience managing third-party relationships and influencing cross-functional teams such quality, training, hiring, and self-service.
• Ability to travel as needed for the role
• Proven ability to lead through influence and drive continuous operational improvements.
• Proactive problem solver with excellent project management and workflow optimization skills.
• Comfortable navigating complex organizations and collaborating cross-functionally worldwide.

Preferred Qualifications
• Familiarity or interest in sports industry and sports viewer needs is a plus

''You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.'' - Walt Disney