The NBA is committed to providing a safe and healthy workplace. To safeguard our employees and their families, our visitors, and the broader community from COVID-19, and in consideration of recommendations from health authorities and the NBA’s own advisors, any individual working onsite in our New York and New Jersey offices must be fully vaccinated against COVID-19. The NBA will discuss accommodations for individuals who cannot be vaccinated due to a medical reason or sincerely held religious belief, practice, or observance.
Essential Functions and Job Summary
This position is responsible for ensuring the quality of experience for the NBA’s digital products across multiple platforms with an emphasis on mobile applications, web, and connected devices. The Digital Operations, Live Game team member will work during the NBA live game window during evenings and weekends to manage the night-to-night product quality, live stream verification and incident management processes in partnership with the NBA Digital Operations Center Level 1 and technical support teams. The role will also oversee all functional frontend product quality control processes surrounding real time bug validation, incident management and ticket creation, prioritizing bug fixes per each NBA app release and web deployment for NBA.com. Additional responsibilities will consist of executing process enhancements to productivity, issue escalation workflows, quality assurance and efficiency leveraging best in class engineering & analytic tools such as, New Relic, Postman, Bitmovin, Grafana & Amplitude and shall be a key stakeholder throughout the software development lifecycle for the DOC's proprietary QoS/QoE/functional live streaming tools.
Major Responsibilities
Supervise live game/stream management of consumer facing operational items such as comfortability executing manual interventions and using data to drive issue escalation protocols
Lead projects to enhance operational efficiencies through coordination cross functionally with Product Development, Content and Media Technology departments; identify product and/or design flaws to be addressed by the Product Development teams via coordinated bug triage sessions
Hours of operation to support evening and weekend customer aligned activities
Lead critical incident procedures to escalate, document and mitigate high-impact issues in real-time
Work directly with the Digital Operations leadership team and serve as the day-to-day lead on all thing's digital operations focused
Manage scheduling of level 1 support team members including assigning of tasks, game monitoring and product release updates
Identify, track, prioritize and drive resolution of project/program level issues, leveraging lessons learned from prior experience and work to address and mitigate systemic issues
Support team owner VIP technical support services for NBA and its Affiliated League digital products
Prepare reporting and documentation to communicate ideas, gain stakeholder approvals, report project statuses, measure & track KPIs for the NBA's digital product operations
Research new digital technologies to support innovation opportunities for NBA and its affiliated digital products
Monitor message boards and social media outlets and report on fans positive/negative feedback relating to NBA digital products
Required Education/Professional Experience
3-5 years of experience in digital product operations and analysis / digital product management and live streaming, with a strong background in delivering on business goals
Experience in SDLC via Agile methodologies (SAFe preferred)
Bachelor's degree required, Master preferred
Required Skills/Knowledge Attributes
Strong ability to gather and analyze data from a variety of engineering & analytic tools such as, New Relic, Postman, Bitmovin, Grafana & Amplitude, to help draw conclusions and institute useful plans to issue resolution
Experience with incident management processes and tooling such as Jira Service Management, ServiceNow, Azure DevOps and similar platforms
Proven ability to balance multiple projects, set priorities and meet deadlines in a fast-paced ever evolving work environment
Familiarity with common stacks and API/SDK integrations
Comfortable proposing new ideas among various internal stakeholders and business units, and collaborating with design, technical, programming, marketing, and Direct to Consumer teams
Knowledge of Customer Identity and Access Management / IDP providers (i.e., Okta, Akamai, etc.) and Content Delivery Networks (e.g., Akamai) and CI/CD stack Active user of digital products, specifically iOS and Android operating systems, web browsers, connected device platforms as well as production and QA environments
Excellent research, analytical, multi-tasking and project management skills
Knowledge of the current digital sports and technology landscape
Familiarity with premium sports packages inside and outside the NBA
Salary Range: $80,000 - $105,000
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.