Sr. Director, Customer Support - NBC Sports Next

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. 

Here you can be your authentic self. 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

SPORTS NEXT 

NBC Sports Next is where sports and technology intersect. We’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology. We’re a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.   

At NBC Sports Next, we equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.   

FANDANGO 

Over the past twenty years, Fandango has built a network of direct-to-consumer digital brands, where 50 million+ fans unite to celebrate their love for movies, TV and streaming.  We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer, Fandango, which tickets for more than 31,000 U.S. movie screens; world-renowned entertainment review site, Rotten Tomatoes; and Fandango at Home (previously known as Vudu), the on-demand streaming service offering the industry’s best selection of 4K UHD titles and more than 250,000 new release and catalogue movies and next day TV shows.  

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

Job Description

The Senior Director of Customer Support will lead a team of Directors, Managers, and Agents in providing customer support to those using our technology products or ecommerce platforms. This role will be responsible for monitoring daily operations, leading their direct reports to ensure they are engaging and inspiring our agents to deliver best in class service. Creating a culture of dedication, teamwork and professional growth will be critical to their success. They will also be the ambassador of the support team to other departments and executive leadership. The Sr. Director will work closely with the Vice President of Customer Support to develop strategy and organizational structure for both efficiency and scalability.

Job Duties

• Promote our “why” to inspire and engage our agents in delivering excellent customer service.
• Create clear and concise expectations, policies, operating processes, performance metrics and communicate each verbally and in writing.
• Maintain and deliver transparent scoreboards to agents, management, and leadership.
• Deliver accountability through honest feedback, appropriate recognition, and private coaching.
• Assist leaders in maintaining a high energy, engaging, servant culture, committed to the pers