Operations Director, Fan Relations

Job Description

The Team

Fan Relations is a customer support function under Corporate Communications and assists all of Discovery's U.S. networks including Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet. From linear pilots to sweepstakes launches, website redesigns, corporate and legal escalations, advertising inquiries and our many 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 Director, Fan Relations, will manage the day-to-day operations of the Fan Relations team across linear and digital platforms overseeing workforce planning, quality management, recruiting, coaching, and training. He or she will foster and maintain close relationships with business partners across the entire organization, ensuring highly efficient intradepartmental communication policies are met. 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. He or she 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 on-air and digital audiences of Discovery brands. The director will be responsible for brand identity, consistency, sharing project updates, training and coaching, and performance reporting. (S)he will also be responsible for operational planning and implementing 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. He or she 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
• Achieve performance metrics by meeting or surpassing service level agreements
• Identify and implement new technologies to increase team efficiency
• Support internal partners, managing all forms of customer messaging
• Monitor KPIs and other metrics to ensure team effectiveness
• Be accountable for crafting and fulfilling service level agreements and achieving departmental goals
• 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 clients
• Collaborate with clients and business partners to define workflows and requirements, maximizing revenues and customer satisfaction
• Deliver world-class, proactive customer service to internal and external stakeholders
• Provide strong dynamic leadership, developing and mentoring team members across all levels of the organization
• Maintain a culture of team collaboration and open communication

Requirements
• Minimum 5 years' experience managing customer care operations in a contact center
• 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-g45qy7-3-146-152-99-42 in your application.