Digital Operations and Quality of Experience

WORK OPTION: 4 days a week in the Secaucus, NJ office including nights, weekends and holidays

 

The National Basketball Association (NBA) is a global sports and media organization with the mission to inspire and connect people everywhere through the power of basketball.  Built around five professional sports leagues:  the NBA, WNBA, NBA G League, NBA 2K League and Basketball Africa League, the NBA has established a major international presence with games and programming available in 214 countries and territories in more than 50 languages, and merchandise for sale in more than 200 countries and territories on all seven continents.  NBA rosters at the start of the 2023-24 season featured a record 125 international players from 40 countries and territories.  NBA Digital’s assets include NBA TV, NBA.com, the NBA App and NBA League Pass.  The NBA has created one of the largest social media communities in the world, with more than 2.3 billion likes and followers globally across all leagues, team and player platforms.  NBA Cares, the NBA's global social responsibility platform, partners with renowned community-based organizations around the world to address important social issues in the areas of education, inclusion, youth and family development, and health and wellness.

 

Position Summary

The Senior Director of Digital Operations and Quality of Experience will develop, own and execute processes to ensure operational excellence for digital products across NBA, WNBA GLeague, 2K and BAL.  Candidate will lead a global team of digital specialists focusing on building trust across the organization and executing enhancements to productivity, quality assurance and efficiency for digital product operations, and shall be key team member throughout the entire software development lifecycle (SDLC).

 

Candidate will be responsible for managing the VIP digital experience, including direct support for BoG members, managing executive and senior communications, and along with the DOC team, will provide frontline support to customer service and product delivery organizations. 

 

Candidate will work with DTC leadership to evaluate and budget operational functions while also performing regular forecast checkpoints and capital planning with department management, facilities and finance. Candidate will manage defining annual improvements to the physical DOC space.

 

Candidate should be a highly resourceful individual who can display an executive disposition when communicating to all levels of the organization and owners. Candidate must work well in a fast-paced 24x7 work environment, displaying strong problem solving skills, exceptional work ethic, ability to read environments and think outside of the box. Candidate will have a strong knowledge of video technology, platforms and technical systems.

 

Major Responsibilities

• Manage and run 24x7 Global Digital Operations Centers (Secaucus, NJ and Mumbai, India).
• Provide critical thinking, quantitative analysis and operational recommendations to the leadership team; relentlessly measure teams and vendor performance;  review current operational process and implement new methods to improve efficiency informed by data
• Develop and administer short and long-range plans that optimize the use of personnel, materials and financial resources; introduce real time communication tools to ensure immediate responses and remediation. 
• Recruiting, hiring, orienting, and training staff of digital specialists to assist with the day-to-day operations and quality assurance
• Work directly with the leadership team and serve as the day-to-day lead on DOC budgetary concerns
• Ensure escalations to the appropriate individuals/groups are done early and often
• Provide timely and thorough responses to inquiries from senior leadership including the BoG.
• Creating and maintaining a payment tracking schedule for all vendors, contractors and production partners
• Manage Commissioner and VIP account services, including one to one support as necessary. 
• Manage projects through coordination of delivery schedules across Product Development, Content and Media Technology departments; identify product and/or design flaws to be addressed by the Product Development teams via coordinated bug scrub sessions.
• Oversee roadmap for consolidation of other support groups into singular consolidated support organization.  
• Own definition, design and delivery of NextGen operational QoS/QoE dashboards, tooling and runbooks for NBA and Partner developed services. 
• Prepare documentation to communicate ideas, gain stakeholder approvals, report project statuses, measure & track KPIs for the NBA’s NextGen operations monitoring product
• Collaborate on roadmaps with other teams and stakeholders to drive directio