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Senior Director of Product, Customer Journey

REQ ID:  5894

New York, New York, US, 10022

At the NBA, we’re passionate about growing and celebrating the game of basketball. Through the intensity of the game and the amazing athletic skill of our players, we deliver excitement to hundreds of millions of fans around the world.

As a global sports and media business, the NBA is so much more. While Basketball Operations runs the league’s on-court activities, other departments manage relationships with television and digital media partners, develop marketing partnerships with some of the world’s most recognizable companies, oversee the licensing of NBA merchandise, and handle a wide range of responsibilities that drive the NBA’s success.


Position Summary:

The NBA's Direct to Consumer (DTC) team leads the strategy for the league's global digital product offerings and services. At the core, our mission is to enhance fan affinity through best-in-class global digital offerings. Currently, our digital offerings reach fans in over 200 countries and territories around the world by delivering live games and original programming on almost any device. The content is offered in multiple languages through a collection of packages including microtransactions, giving fans the ability to purchase portions of a live game. The DTC team will be responsible for expanding our fan reach by creating a world-class technology platform centered around product innovation and telecast enhancements. We are looking for individuals to join our team who are passionate about cultivating fan experiences through personalized digital touchpoints and fostering innovative ways to drive monetization through DTC products for the league and our partners.


Position Summary:

The DTC Consumer Products team is looking for an experienced and passionate individual to lead our Customer Journey product vertical. This Product leader will shape the future of our Subscriptions, Identity and Membership product experiences, and develop and execute a near and long-term roadmap to drive growth and incremental business value for the NBA's global DTC business. The ideal candidate will tackle complex issues with ingenuity, provide a bold vision for the future of our subscription and membership capabilities, and drive product development and innovation with a team of world-class product managers, designers and engineers. We are looking for someone who can think strategically, lead with insights, have a bias for action, and help build an excellent product development culture.


Major Responsibility:

  • Serve as a strategic leader and be on the front lines of the NBA's digital innovation by assisting in launching a new integrated fan-first platform
  • Develop a product vision, growth strategy and OKRs for the end-to-end Customer Journey, from onboarding and first time use to engagement, and conversion to membership and subscription offerings
  • Own the subscriptions and membership product roadmap and translate market research, usability studies, and product data/insights into prioritized solutions that enhance fan affinity and drive business value
  • Lead a team through the ideation, development and launch of innovative and useful subscription management features that help drive discovery, conversion, engagement, and retention
  • Attract, build, manage and develop a talented, diverse, equitable and inclusive team of product managers and leaders
  • Leverage deep understanding of subscription and membership research and broader trends towards DTC and membership in media and entertainment to inform strategic opportunities for the NBA
  • Own the A/B and multivariate testing roadmap and align cross-functional teams on experimentation goals
  • Partner with Product Services Commerce and Payments leads to design scalable, multi-platform subscriptions solutions
  • Partner with Global Partnerships and Regional teams to identify opportunities for Membership growth globally
  • Collaborate with Monetization, Membership, Data and Marketing groups to prioritize features, define growth strategies, refine pricing and packaging decisions, and implement solutions that balance user needs and business/stakeholder priorities globally
  • Identify and cultivate relationships between new technology companies, design agencies, or partners who can improve aspects of the Next-Gen experience
  • Demand and create a data-driven product culture that emphasizes continuous testing, experimentation and learning
  • Lead an iterative design and development approach using best practices from scrum and lean/agile methodology


Required Skills/Knowledge:

  • 10+ years in digital product development or digital project management with proven track record of successful launches and delivery 5-7+ years working with premium subscription products/services using AVOD, TVOD or SVOD business model(s)
  • Strong experience building global user identity management and membership product experiences
  • Strong technical experience working with app technologies, video streaming, subscription systems and platform integrations
  • Experience with multiple product development methodologies and cross-functional project management skills
  • Experience with multiple product development methodologies and cross-functional project management skills
  • Strong technical experience working with app technologies, video streaming, subscription systems and platform integrations
  • Technical competence and ability to adapt to new technologies and lead teams through these changes
  • Strong attention to detail and ability to manage multiple sub-projects at once
  • Proven track record of hiring and managing high performing teams
  • Excellent communication (written and presentation) skills at all levels of the organization



BA/BS preferred


We Consider Applicants For All Positions On The Basis Of Merit, Qualifications And Business Needs, And Without Regard To Race, Color, National Origin, Religion, Sex, Gender Identity, Age, Disability, Alienage Or Citizenship Status, Ancestry, Marital Status, Creed, Genetic Predisposition Or Carrier Status, Sexual Orientation, Veteran Status, Familial Status, Status As A Victim Of Domestic Violence Or Any Other Status Or Characteristic Protected By Applicable Federal, State, Or Local Law.

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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