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Full Time Job

Director, Fan Relations

Discovery

Knoxville, TN 01-27-2021
 
  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job Description

The Team

Fan Relations supports Discovery’s U.S. digital products, including discovery+, the suite of GO apps, Food Network Kitchen, as well as the U.S. networks. Fan Relations constantly provides top-level customer service to consumers, internal and external 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 Director, Fan Relations, will manage the day-to-day operations of the team across all platforms overseeing workforce planning, quality management, recruiting, coaching, and training. They will foster close relationships with business partners across the entire organization, ensuring highly efficient intradepartmental communication policies are established and maintained. The director will develop workflow processes and initiate best practices to increase productivity and quality of customer service on a tactical level while identifying trends and determining future system improvements. This person will communicate recommendations to senior leaders, prepare strategic action plans and reviews, increase internal productivity and quality, resolve problems, perform audits, identify customer service trends, determine system improvements, and implement change.

The director will also develop and retain processes to manage omnichannel customer inquiries to support both on-air and digital properties. They will support corporate strategic objectives by identifying and implementing feedback loops, continually improving customer satisfaction and internal brand awareness. This person will also generate end-user satisfaction by providing problem-solving resources to the audiences of Discovery brands. The director will be responsible for brand identity, consistency, sharing project updates, training and coaching, and performance reporting. The director will also manage relationships with external partners, overseeing operational planning and implementation requirements as defined by the business.

Lastly, the director will demonstrate key emotional intelligence skills and appreciate the urgency of working in a live environment, invoking a positive and determined spirit within the staff and possess the vital ability to lead by example, whether onsite or remote. They will create and strengthen strategic and collaborative relationships with digital business partners, use independent decision-making skills, technical expertise, communication prowess, and knowledge of business objectives to quickly identify and effectively address needs.

Responsibilities
• Supervise daily operations

• Create strategies to increase quality and efficiency of customer care

• Manage agent hiring, training, retention and performance

• Identify and implement new technologies to increase team efficiency

• Monitor KPIs and other metrics to ensure team effectiveness

• Be accountable for crafting and fulfilling service level agreements and achieving departmental goals

• Collaborate with clients and business partners to define workflows and requirements, maximizing revenues and customer satisfaction

• Assess service performance and draft executive reports

• Create effective customer care procedures, policies, and standards

• Strategize business priorities to manage customer interactions, supporting enterprise-wide teams and escalating feedback to internal and external partners

• Provide strong dynamic leadership, developing and mentoring team members across all levels of the organization

• Maintain a culture of team collaboration and open communication

• Deliver world-class, proactive customer service to internal and external stakeholders

Requirements
• Minimum 3 years’ director (or equivalent) experience, inclusive of managing people managers

• Minimum 3 years digital media experience

• Bachelor’s degree in related field or an equivalent combination of skills, training, and hands-on experience

• Proven project management, strategic visioning skills and the ability to develop and grow positive internal and external relationships

• Strong analytical and critical thinking skills with a high degree of accuracy and attention to detail

• Ability to independently manage a varied portfolio of projects with unique needs in a deadline-driven environment

• Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization

• Commitment to teamwork through relationship-building, reliability, trust, and collaboration

• Ability to embrace a constantly changing environment

• In-depth knowledge of mobile apps and connected devices

• Exceptional communication, presentation and organization skills

• Proficiency with Office Suite and demonstrated competency in learning new software

• Must have the legal right to work in the U.S.

Nearest Major Market: Knoxville

Jobcode: Reference SBJ-r7qkjp-3-131-110-169-42 in your application.

Company Profile
Discovery

Discovery, Inc. is the global leader in real life entertainment. We serve passionate fans with content that inspires, informs, and entertains, providing leadership across deeply loved and trusted brands, such as Discovery Channel, TLC, Animal Planet, HGTV, Food Network, and Travel Channel.