Consumer Experience Manager, Golf

Rapsodo Inc. is a sports technology and analytics company that uses computer vision and machine learning to help all athletes maximize their performance. Our proprietary technology applications range from helping golfers of all abilities, including PGA professionals, to optimize their launch conditions, to allowing MLB pitchers to increase the efficiency on their breaking balls. Current partners include all 30 MLB teams, MLB, USA Baseball, Golf Digest, PGA of America, and over 1,000 NCAA athletic departments.

As the Manager for Consumer Experience for Rapsodo Golf, you will champion the consumer experience across the organization to ensure exceptional service is continuously provided to all consumers across all channels and platforms. Ensuring the implementation of improvements to drive a best-in-class experience with the organization's products. Effectively collaborating across the business to identify opportunities that improve processes and systems, and to develop new procedures that support the growth of Rapsodo Golf. Reporting to the Director of Golf you will lead and drive a consumer-centric mindset – building community, driving membership, creating loyalty, and grounding such efforts in research, data, and analytics.

Key Responsibilities

• Leads and manages all aspects of Consumer Experience for Rapsodo Golf, including but not limited to Customer Service Operations, Social Media Listening and Moderation, DTC Ratings & Reviews,
• Day-to-day management of the Consumer Experience Team, responsible for implementing operational strategies by analyzing trends, preparing critical measurements, driving productivity, quality, and customer-service strategies, designing systems, resolving problems, and implementing change.
• Champions the consumer experience across the organization to ensure exceptional service is continuously provided to all consumers across all channels and platforms.
• Ensures the implementation of improvements to drive a best-in-class experience with the organization's products and services.

• Drives the ongoing development of a consumer experience culture across the organization, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviors.
• Leads the development, implementation, and evaluation of strategic, tactical, and operational customer engagement plans, programs, and initiatives to align with the Rapsodo Golf vision and strategies for building community and membership.
• Create and execute membership development programs, upselling, and retention/winback strategies.
• Effectively collaborates across the organization to identify opportunities to improve processes and to develop new procedures that support the growth of Rapsodo Golf.
• Maintains close working relationships with Product, Engineering, and Operations teams - building and executing a consumer-centric mindset.

• Confronts complex Customer Service-related issues, determines solutions, and motivates teams to implement change processes.
• Navigates ambiguity through strategic thinking, identifies and implements improvements to the processes, programs, and tools used in support of the customer experience efforts.
• Leads, manages, and conducts CX research in collaboration with external vendors and internal subject matter experts to inform the optimization of customer experiences for Rapsodo Golf.
• Develops and deploys systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
• Collaborates with senior management to ensure the customer experience is developing long-term goals and strategic plans to ensure customer experience expectations are exceeded, which will position the organization for success.

Requirements

• Obsessed with golf, player and a fan.
• Bachelor’s degree, ideally in a strategy or other related discipline and 5+ years’ experience in consumer/customer experience, consumer research, human-centered design, data analytics, or strategy consulting.
• The ideal candidate will have expert knowledge of best industry standards for call center operations, effective, clear, direct communication, and storytelling, with exceptional relationship-building skills.

• Demonstrated leadership, including the ability to lead, develop, and manage a high-performing team.
• Ability to work with diverse populations and multiple constituencies globally.
• Strong analytical skills, including the ability to understand data and use it to drive decision making.
• Strategic outlook, with the ability to create and implement both short-term and long-term goals.
• Proven results i