Marketing Fan Support / Customer Operations Associate Manager
ESPN
New York, NYThis was removed by the employer on 10/1/2018 2:09:00 PM PST
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Full Time Job
Job Summary:
The Marketing Fan Support/Customer Operations Associate Manager will contribute to, tactically engage with and help manage key aspects of the development and execution of all aspects of fan-facing customer service systems and operational processes end-to-end (lifecycle) used for world class consumer customer (fan) support. This role is part of the ESPN Fan Support/Customer Care Operations Team. This individual will engage in tactical systems, processes and reporting work individually, as well as contributing to the live real-time management of the customer service environment. This includes tactical support of and management of contact center workforce management workflows, technical systems, processes and reporting used by the contact center to support our customers/fans.
The candidate will have a customer service background, be passionate for the best customer experience, self-motivated, a team player, and capable of contributing to the overall business objectives of the organization. This person must be able to work closely with other internal and external product and technology experts.
Responsibilities:
• Help lead the Customer Care support team, technical systems, processes and reporting.
• Help develop new, as well as refine existing fan supporting processes for Customer Operations.
• Improve customer service quality results by studying, evaluating, and re-designing processes as warranted.
• Support and communicate service metrics and reports, including monitoring and analyzing results as well as implementing changes where necessary.
• Utilize trouble ticket issue escalation and tracker tools to ensure consumer-impacting Tier II technical issues are resolved, and service quality goals are met.
• Remove conditions and obstacles to improve support efficiencies between the contact center and the product engineering teams (cross-team interaction and problem-solving opportunities).
• Make recommendations to improve contact center operations by understanding contact center performance, identifying and leading escalation of urgent product issues through resolution.
• Partner with business leaders to implement specific initiatives, in a collaborative and innovative manner to solve fan-impacting service and product issues, and provide feedback.
• Ensure that the Contact Center Service processes are highly customer focused, operationally effective and cost efficient.
• Identify and eliminate root cause barriers to contact center accuracy, productivity, and quality and embrace emerging customer service technologies.
• Quarterly domestic travel required.
Basic Qualifications:
• A minimum of 3 years varied customer operations contact center experience, or experience in a similar customer service role, within a technically and quality-focused, consumer support contact center for a world class brand.
• Demonstrated understanding of ''sports seasons'', basic game play of domestic core sports, and impact to consumer customer service support/demands.
• Competent user (administrator level a plus) in CRM application(s), such as ZenDesk (preferred), Salesforce or Oracle, including email, internet/web, chat, SMS, telephone support, including competent understanding of IVR/VRU capabilities and usage to support consumer customers.
• Demonstrated experience managing customer facing FAQs for self-service.
• Demonstrated ability to identify performance opportunities and develop and implement action plans to improve performance of contact center agents.
• Knowledge of customer service escalation procedures and technical tools used by contact center and Customer Operations team to support Tier II trouble ticketing tools (such as Atlassian JIRA, Remedy or similar tools).
• Proven track record in understanding customer concerns, and importance of professional problem resolution and reporting to key stakeholders.
• Excellent analytical skills using contact data management tools, such as DOMO, to build actionable reporting for executive review.
• Good time management, organizational, interpersonal and communication skills must be demonstrated with varied levels of personnel as well as vendors/partners.
• Ability to perform to expectations in a fast-paced, rapidly-changing environment.
• Must be a team player who is self-motivated, has a sense of urgency and has the ability to multi task.
• Self-starter capable to taking initiative and working with minimal direction.
• Solid understanding of operational processes used to support B2C customers, as well as contact center volume forecasting/staffing.
Required Education
• Undergraduate College Degree
Additional Information:
*There is no relocation assistance for this position*
About ESPN:
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney's stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Disney Advertising Sales, LLC, which is part of a business segment we call ESPN.
Disney Advertising Sales, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
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