Project , Customer Experience Operations

Position: Project Employee, Customer Experience Operations
WORK OPTION:
The NBA currently provides eligible employees the option of working remotely one day per week._________________This is a temporary position with an expected duration not to exceed (10) months.

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.

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 Power Point 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 NBAFamiliarity with all platforms, including web, mobile web, iOS, Android, game consoles and connected TVsSalary Range:$32/Hourly Job Posting

Title:

Project Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical; short-term disability; mental health coaching/therapy; and sick time.

Eligibility Note :
Not all positions are eligible for these benefits; eligibility may vary by role.

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.

The NBA is committed to providing a safe and healthy workplace.…