Manager, Partner Care

Job Description

Responsibilities

NBC Sports Next is where sports and technology intersect. We're a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology within our three groups: Youth & Recreational Sports; Golf; and Betting, Gaming & Emerging Media.

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips; TeamUnify, swim team management services; GoMotion, sports and fitness business software solutions; and NBC Sports Edge, a leading platform for fantasy sports information and betting-focused tools.

At NBC Sports Next we're fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.

Come join us as we work together as one team to innovate and deliver what's Next.
Our Partner Care Support Manager drives loyalty by assuring the Partner Care team delivers timely, efficient and high-quality care on GolfNow's suite of technology products. As Partner Care Support Manager, you will lead a team of energetic, service-minded specialists in delivering extraordinary care on every contact and an elite service rarely found in the golfing industry.

Job Duties

Job Duties
• Recruit, hire, train and coach a group of specialists focusing primarily on customer support of GolfNow's technology products.
• Coach specialists in leadership skills; delivering our ''why'' and committing to the personal development of our next leaders.
• Create clear and concise expectations, maintain transparent scoreboards, encourage and coach performance, deliver accountability with honest feedback.
• Maintain a high-energy, engaging, servant culture, complete with specialist recognition programs.
• Create and execute efficient daily workflow processes through the use of operational metrics to gauge performance and ensure timely implementation and support.
• Initiate a quality program to certify a high level of care is consistently being delivered, utilizing NPS as the primary driving metric.
• Utilize industry expertise to influence product development in order to address customer needs and improve implementation and support efficiencies.
• Be well versed in all Partner Care operations as you will collaborate with teams, and may manage specialists, focused in areas such as Implementation, Websites, Interfaces, and Inventory.

Qualifications/Requirements
• 2+ years experience managing people, preferably in a customer service and/or B2B setting

Additional Job Requirements
• Ability to work in excess of 40 hours per week and on weekends as needed, sometimes with short notice
• Ability to regularly be ''on call'' 24 hours a day / 7 days a week, sometimes with short notice

Desired Characteristics

Desired Qualifications
• Bachelor's degree in related field
• High level of organization with great attention to detail
• High-energy and engaging personality with the ability to convey patience, leadership and remain calm in stressful situations
• Strong computer skills including MS Word & Excel
• Knowledge of golf preferred, previous experience with golf and technology products strongly desired
• Account management, project management and problem-solving skills
• In-depth understanding of golf course operations
• Experience with Salesforce, Confluence, inContact and Office 365
• Ability to learn new concepts quickly
• Data driven with an appreciation for organization and process
• Excellent writer and communicator with strong presentation skills via phone, online and in person

Jobcode: Reference SBJ-r7jnp8-3-139-238-76-42 in your application.