Full Time Job

Product Lead


Knoxville, TN 10-12-2021
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  • Paid
  • Full Time
Job Description

The Fan Relations Product Lead will be responsible for troubleshooting issues, researching potential bugs, communicating with internal stakeholders, and working closely with the Product Specialist and Manager as well as other team members to ensure errors are reported, prioritized, and resolved. The person must have strong interpersonal and communication skills with the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and must be familiar with video streaming and digital apps as well as the navigation of connected devices and smart TVs.

• Showcase advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
• Respond effectively and efficiently to complicated consumer issues via email within our customer service platform, quickly identifying the next steps to gather more information
• Resolving technical problems of assigned cases
• Test and verify product functionality to reproduce customer issues
• Document detailed failure and solution information within cases
• Escalate high-priority issues to internal business partners
• Deliver world-class, proactive customer service to internal and external stakeholders
• Keen to solve problems - do research to get the whole picture, and navigate towards customer centric solutions within the parameters of established policies
• Generate strategies for identifying and onboarding new digital workflows
• Act as POC for team members and internal stakeholders during hours and times when the Specialist or Manager is not scheduled
• Participate in special projects as required

• Associates degree or equivalent
• Knowledge of mobile apps, connected devices, and digital TV technology
• Proficiency with G Suite and demonstrated competency in learning new software
• Experience with Zendesk preferred
• Strong technical, problem solving, and negotiation skills
• Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent brand voice
• Strong ability to multitask; complete troubleshooting steps while maintaining customer and internal team communication
• Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
• Strong analytical and critical thinking skills
• Superior communication skills (both written and verbal) with the ability to interact and support different levels within the organization
• Ability to adjust priorities and manage time wisely in a fast-paced environment
• Commitment to teamwork through relationship-building, reliability, trust, and collaboration
• Attend assigned task force meetings and report status updates to leadership
• Must have the legal right to work in the US

Jobcode: Reference SBJ-gpxm1e-3-234-211-61-42 in your application.

Company Profile

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.