Customer Support & Services Manager – US Sports – United States of America

JOB DETAILS

Department: Customer Operations 

Job Title: Customer Services & Manager – US Sports 

Reports To (title): Director of Operations – Customer Support Operations & Coverage 

Career Level: CL4 

Location: REMOTE / Office 

Hours of Work: Full time (40 hours per week) 

Line Management Responsibility: Yes 

WHAT’S YOUR NEW ROLE ABOUT

As Customer Services & Support Manager – US Sports, you will be responsible for the Support and Service of our data from product to client for US Sports and the management of the US Sports Customer Services and Support teams including, frontline, Support Specialists, and other service-based roles You will need to understand the US Sports data along its journey from collection to delivery, and all to the rhythm of sport. You will need to be comfortable discussing our data and how best to support it, directly with stakeholders across the business is essential. Being the owner of customer support for your allocated feeds, products and services, the US Sports Services and Support Manager will be both the voice of the support team across the business to key stakeholders and business partners, and the leader of the support team’s direction, process, and quality. You will manage the Customer Support Specialists and work with them to ensure support process is best in class and any incident patterns or product flaws are identified and corrected. Readiness through product fixes, support education and capacity management. You will work with other Customer Support Managers for all sports and verticals to ensure standardised processes and reporting are adhered to across the business. For Customer Services Management, you will manage the Technical Solutions Specialists, and ensure that technical support for customer and internal queries are expertly dealt with, whilst being a partner to the Customer Success team members in the Americas region. 

HERE’S YOUR ROLE BROKEN DOWN (NOT ALL OF IT, JUST THE MOST IMPORTANT STUFF) 

• Ownership of the support of our data within the US Sports products – a lead voice in the Customer Operations department for your Support channel. 
• Responsible for the long-term incident management, roadmap of incident prevention and product readiness within the US Sports 
• Engagement with stakeholders in your product support channel to ensure we are best in class across support, delivery, and services. 
• Being data driven – we must have an approach where the feedback that we independently gather is presented back in a way that the data tells the story, we just add the contextual information 
• Regular reporting back to all levels of the business on performance results with a view to continually improve the support, delivery, and service levels of our data 
• To hit targets on improvement of operational processes 
• Innovating new ideas for better and more efficient ways of collecting data 
• Motivating operational teams to achieve productivity and engagement 
• Implement efficient processes and hold operations accountable for keeping a high standard by setting annual KPI targets 

DO YOU HAVE THESE ESSENTIALS

• Proven experience as a manager of a large operational team 
• Knowledge of data analytics and reporting 
• Experience with using IT systems such as Service Now, Jira, Atlassian and Confluence, including writing tickets for developers. 
• Ability to deliver positive and negative feedback to operational teams whilst providing clear context on the reasons for such feedback 
• Ability to delegate responsibility of tasks across this team and let each of the sport specialists own their areas 
• Good technical knowledge of the systems we use to collect data across Stats Perform 
• Excellent communication skills 
• Analytical mindset and problem-solving aptitude 
• Ability to hold data driven presentations about the data we are using to evaluate our staff performance 
• Familiarity with core business functions such as IT, HR, Product and Client facing teams 
• Good knowledge and clear understanding of the product channels 
• Proficient with Office 365