Project Employee, Customer Experience Operations

WORK OPTION: [[In-Office]]

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.

Position Summary

This Customer Support Operations role will work alongside the NBA's 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 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 fans.

Major Responsibilities

• Watch and monitor live NBA, WNBA, NBA G League and NBA 2K games across the suite of digital products
• Quality control of the NBA's digital products across all supported platforms Document and escalate product and business issues to be addressed by NBA development teams
• End-to-end product QA bug scrub processes in partnership with the NBA 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 NBA digital products
• Data-driven research projects on a variety of digital products to support new opportunities for innovation
• Evaluation and reporting on 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 the product performance, 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

Education

Bachelor's Degree required

Salary Range: [[$32/Hourly]] 

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.