Full Time Job

Director, Sales Enablement & Training - Sales Operation

NBCUniversal

New York, NY 11-13-2020
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  • Paid
  • Full Time
  • Senior (5-10 years) Experience
Job Description

Responsibilities
The Sales Enablement Director, Sales Operations is a strategic position that will empower sales, traffic, research, finance and marketing users across our division to work at peak performance. The goal is to drive adoption of our software tools through support, training and seeking improvements to our various systems. The ideal candidate will have experience running a call center and/or training program.

Responsibilities include but not limited to:
• Evaluate training needs of the organization
• Develop an annual training plan and roadmap including delivery method and timeliness
• Design and deliver training with an emphasis on new business applications, technologies, processes, and/or organizational changes
• Keep training guides updated with new enhancements
• Provide communications and engagement to the field as needed
• Onboard new employees
• Analyze tickets to uncover trends, training needs, and system shortfalls
• Provide front-line support and subject matter expertise to end users
• Interface with end users to answer questions and troubleshoot technical issues
• Document common concerns and or issues of the end users; prioritize concerns to inform product development
• Escalate issues to program delivery team when additional support is needed
• Capture business needs and communicate them effectively to guide product development
• Partner with Program Delivery team to understand the full suite of departmental tools and technologies and serve as a Subject Matter Expert with end users
• Support program delivery team as needed with new projects, initiatives, releases, etc.
• Supervise direct report(s)

Qualifications/Requirements
• Undergraduate degree, preferably in Communications, Entertainment, Media or equivalent experience.
• Minimum five years in a similar lead customer support/training function, or a related vendor role
• Strong verbal and written communication skills a must
• Strong excel and power-point skills
• Some travel
• Some "after hours" work around tent-pole events

Desired Characteristics
• Prior experience running a call center and/or training program to meet the needs of a large organization
• Working knowledge of television and digital media technology
• Familiarity with Salesforce, WideOrbit, and/or other industry tools and platforms
• Ability to communicate and manage change
• Ability to juggle multiple tasks at once, and adeptly move from one to another
• Ability to deal with a diverse segment of stakeholders – sales, research, finance, digital
• Ability to work in a fast-paced environment and meet deadlines
• Comfortable working closely with IT

Location
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