Digital Operations Analyst

5pm-1am, 5 days per week (weekends and holidays included)

This position is responsible for contributing to the quality of experience across a professional sports league and its affiliated teams' digital products across multiple platforms, with an emphasis on mobile applications, web and connected devices.

The Digital Operations Center, Team & Partners employee will monitor live professional sporting events across these platforms and upscale any issues through the proper channels. In addition, the employee will send incident notifications and communicate with internal and external staff, assisting with issue intake and response.

• Assist with quality control of the professional sports league and affiliated team digital products across a variety of platforms, including web, mobile web, iOS, Android and connected devices.
• Monitor live games and events across the suite of digital products.
• Execute incident management escalation procedures, including issue intake, triage, mitigation and stakeholder management throughout the lifecycle of issues impacting owned and operated digital products.
• Provide real-time support to team operational representatives and stakeholders supporting live and VOD direct-to-consumer digital access for local-market fans across league websites, applications and supported devices.
• Generate reporting for new initiatives and features supporting team-integrated and locally accessed direct-to-consumer live and VOD streams.
• Utilize live game operations tooling to assess the quality of live streams and perform manual overrides to help mitigate potential issues.
• Address or highlight business issues related to digital products and communicate and collaborate with internal product, engineering, content and broadcast teams regarding issues.
• Research new digital technologies to support innovation opportunities across the league and its affiliated teams.
• Identify product and/or design flaws to be addressed by Product Development teams.
• Evaluate and report on digital offerings from across the professional sports landscape, both domestically and internationally.
• Assist with the production of actionable insights to support product and content decisions.
• Own data-driven research projects across a variety of digital products.
• Create reports around key initiatives and overall product performance.
• Monitor message boards and social media outlets and report on positive and negative fan feedback relating to digital products.

• Strong analytical skills with attention to detail.
• Experience creating reports and presentations.
• Familiarity with the digital analytics space and evaluating the performance of websites and applications.
• Knowledge of digital analytics and visualization tools is a plus (e.g., Adobe, Tableau).
• 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 with incident management and/or customer support tooling is preferred (e.g., Jira, Service Now, Ops Genie, Zendesk, New Relic).
• Active user of digital products.
• Familiarity with multiple platforms, including web, mobile web, iOS, Android, game consoles and connected TVs.
• Knowledge of and passion for professional sports.
• Willingness to learn and master multiple digital products.
• Strong research and analytical skills.
• Good multitasking and project management skills.
• Ability to work effectively in high-pressure environments.
• Knowledge of the current digital sports landscape.
• Familiarity with premium sports streaming packages and digital offerings.
• Excellent communication and interpersonal skills.