Sr. Manager, Consumer Support

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('SpinCo') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

NBC Sports Next is where sports and technology intersect. We’re a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology.

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with dozens of sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips, and more.

At NBC Sports Next we’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.  

Come join us as we work together as one team to innovate and deliver what’s Next.  

Our Sr. Manager, Consumer Support drives loyalty by assuring the Consumer Support team delivers timely, efficient and high-quality care on NBC Sports Next’s Business to Consumer E-Commerce services. As Sr. Manager, Consumer Support, you will lead an energetic, service-minded team in delivering extraordinary care on every contact and an elite service rarely found in the industry. 

Job Duties 

• Manage and Coach Managers and/or Supervisors, delivering our “why”, and committing to the personal development of our next leaders.  
• Collaborate with leadership to create, implement, and deliver on strategic direction, broader organizational goals, and ensuring alignment across multiple teams or departments 
• Create clear and concise expectations, maintain transparent scoreboards, encourage and coach performance, deliver accountability with honest feedback. 
• Recruit, hire, and coach a group of specialists focusing primarily on customer service and general support of NBC Sports Next’s Business to Consumer E-Commerce services.   
• Maintain a high-energy, engaging, servant culture, complete with specialist recognition programs. 
• Create and execute efficient daily workflow processes through the use of operational metrics to gauge performance and ensure timely implementation and support. 
• Be well versed in all Consumer Support operations, as you will collaborate with other internal teams and key stakeholders and will coordinate processes focused in areas such as Sales, Marketing, Product Management, among others.     
• Lead cross-functional initiatives associated with businesses within your responsibility  
• Utilize industry expertise to influence product development in order to ad