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This position is responsible for the quality assurance of the NBA and WNBA digital products across multiple platforms with an emphasis on mobile applications, web, and connected devices. The Project Employee, Customer Experience Operations role will also work directly with the NBA and WNBA’s customer support operation to ensure the preparedness of the leagues' support agents. This Customer Experience Operations role will work alongside the 24/7 Digital Operations Center on night-to-night eyes on glass product monitoring, verification, and escalation processes. The role will focus on ensuring that product feedback and issues identified by NBA and WNBA fans on a daily basis are investigated and escalated in real time by communicating directly with the global, 24/7 customer support operation. Through product bug verification and incident management tracking processes, this role will ultimately contribute to dictating priority bug fixes and communication to NBA and WNBA fans.
Responsibilities
Watch and monitor live NBA and WNBA games across the suite of digital products
Quality control of the NBA and WNBA’s digital products across all supported platforms
Document and escalate product and business issues to be addressed by NBA and WNBA stakeholders
End-to-end product QA bug scrub processes in partnership with the NBA and WNBA Product and Engineering teams
Create reports around customer support insights, key initiatives, and product performance
Interface with support agents and team leads in real time to address feedback and issues identified by fans
Monitor fan inquiries in Zendesk and sentiment on message boards and social media to report on and address feedback relating to our digital products
Data-driven research projects on digital products to support opportunities for innovation
Evaluation of non-NBA digital offerings from across the sports and streaming landscape
Flexible working hours to support evening and weekend customer-aligned activities
Requirements
Strong research and analytical skills
Good multi-tasking and project management skills
Ability to work in high-pressure environments
Excellent communication and interpersonal skills
Willingness to learn and master multiple digital products
Passion for delivering world-class online, mobile, and application experiences for sports fans
Comfortable proposing new ideas among various internal stakeholders and business units, and collaborating with design, technical, programming, marketing, and sales teams
Experience creating reports and presentations via PowerPoint
Experience with Zendesk or other customer support tools
Familiarity with the digital analytics; how to evaluate product performance, and visualization tools is a plus (e.g. Adobe, Tableau)
Knowledge of and passion for basketball
Knowledge of the current digital sports and technology landscape
Familiarity with various premium sports packages inside and outside the NBA
Familiarity with all platforms, including web, mobile web, iOS, Android, game consoles and connected TVs
