Business Intelligence Coordinator, Customer Care

Job Posting Title:

Business Intelligence Coordinator, Customer Care

Req ID:

10096806

Job Description:

Departmental Summary:

Customer Care is an enthusiastic, dynamic organization within ESPN, providing our fans with world- class customer care by engaging them with our products, services and offers.  Customer Care is spearheading the company’s relationship with our fans, building high quality, long-lasting relationships. As we accelerate our streaming and gaming business, Customer Care plays an essential role in supporting viewers, subscribers, fans and more… as they learn about ESPN. 

Position Summary:

The Business Intelligence Coordinator position within Customer Service will work with team managers to learn and own the expected reporting for all direct-to-consumer products, from ESPN Fan Support as well as ESPN BET. 

This position will also act as the conduit between Disney Streaming and ESPN Product and Engineering Teams, ensuring all care contact channels gather, analyze, and interpret data to help solve problems and answer questions, to improve the fan experience with ESPN products and services. This position reports to the Sr Director Customer Care. This position is located in New York, New York.

Responsibilities:

• Data collection: Gather data and manage databases.
• Data cleaning: Identify, diagnose, correct, and integrate data sets into a unified structure to ensure accuracy and consistency.
• Data analysis: Use different methods and tools to analyze, manipulate, interpret, and represent data.
• Statistical analysis: Perform statistical analyses on large datasets to identify trends and develop insights.
• Data visualization: Curate data into a form that's easier to understand, highlighting trends and outliers.
• Data interpretation: Use analytical methods to review data and arrive at relevant conclusions.

• Analyze CSAT reviews and take actionable steps to improve the overall fan experience.
• Creates and helps present reports to management and other internal stakeholders
• Supports in the collaboration of other departments including Product to implement changes to the customer experience

Qualifications:

• Minimum 1 year of experience in a customer support, product, or marketing role
• Major in a related field, such as computer science, statistics and/or information systems
• Ability to quickly diagnose process issues and implement changes.
• Strong executional mindset and ready to take on tasks as needed
• Analytical mindset and ready to innovate

Preferred Qualifications:

• Strong sports industry knowledge
• Curiosity and passion for understanding the “why” underneath the surface
• Growth mindset, future-forward, ready to invent what’s next

Required Education:

• Bachelor’s degree or equivalent in computer science, statistics, information systems, or a related field

The hiring range for this position in [location] is $60,516 to $81,180 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Job Posting Segment:

ESPN Marketing

Job Posting Primary Business:

Marketing & Consumer Engagement

Primary Job Posting Category:

Customer Research Analytics & Modeling - Sports

Employment Type:

Full time

Primary City, State, Region, Postal Code:

New York, NY, USA

Alternate City, State, Region, Postal Code:

Date Posted:

2024-08-01