Project Employee, Customer Experience Operations

WORK OPTION: In Office

The National Basketball Association (NBA) is a global sports and media organization with the mission to inspire and connect people everywhere through the power of basketball.  Built around five professional sports leagues:  the NBA, WNBA, NBA G League, NBA 2K League and Basketball Africa League, the NBA has established a major international presence with games and programming available in 214 countries and territories in 60 languages, and merchandise for sale in more than 200 countries and territories on all seven continents.  NBA rosters at the start of the 2023-24 season featured a record 125 international players from 40 countries and territories.  NBA Digital’s assets include NBA TV, NBA.com, the NBA App and NBA League Pass.  The NBA has created one of the largest social media communities in the world, with more than 2.3 billion likes and followers globally across all leagues, team and player platforms.  NBA Cares, the NBA’s global social responsibility platform, partners with renowned community-based organizations around the world to address important social issues in the areas of education, inclusion, youth and family development, and health and wellness. 
 

Position Summary:

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.

This is a 10-month project employee position based out of the NBA’s Secaucus, New Jersey Office.

Major 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
   

Required Skills / Knowledge:

• 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
   

Salary Range: [[$32.00/Hourly]] 

The NBA does not accept unsolicited resumes from search firms or any other third parties. Any unsolicited resume sent to the NBA will be considered NBA property, and the NBA will not pay a fee should it hire the subject of any unsolicited resume. 

The NBA considers applicants for all positions on the basis of merit, qualifications, and business needs, and without regard to race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, alienage or citizenship status, ancestry, marital status, genetic predisposition or carrier status, 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.

About the NBA
The National Basketball Association (NBA) is a global sports and media organization with the mission to inspire and connect people everywhere through the power of basketball.  Built around five professional sports leagues:  the NBA, WNBA, NBA G League, NBA 2K League and Basketball Africa League, the NBA has established a major international presence with games and programming available in 215 countries and territories in more than 50 languages, and merchandise for sale in more than 200 countries and territories on all seven continents.  NBA rosters at the start of the 2021-22 season featured a record 121 international players from 40 countries.  NBA Digital’s assets include NBA TV, NBA.com, the NBA App and NBA League Pass.  The NBA has created one of the largest social media communities in the world, with 2.1 billion likes and followers globally across all league, team, and player platforms.  Through NBA Cares, the league addresses important social issues by working with internationally recognized youth-serving organizations that support education, youth and family development, and health-related causes.