Sr. Manager, Customer Service and Process Integration, Sports Experiences

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Endeavor is a global sports and entertainment company, home to many of the world’s most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

The Role and What You’ll Do:

• Assess current processes and look for way to improve them.
• Establish norms and standards of company performance.
• Communicate ideas and opinions to management.
• Implement policies and create procedures to ensure consistency and high-quality work.
• Map, document, and maintain internal processes to identify opportunities for improvement and help educate other associates.
• Develop and deploy best practices and standards that support internal team management needs.
• Train/educate/support associates across On Location (Anthony Travel) on event management platform best practices, processes improvements, and functionality that support effective operations and decision-making. Help to ensure associates understand and can adopt these new processes and technologies.
• Develop strategy for collecting, analyzing, and improving upon key call center metrics (e.g., Average Handle Time, Customer Satisfaction, and Conversion).
• Build out new policies and procedures to support our on-site teams and guests.
• Collaborate with key stakeholders to implement new service strategies across all customer touchpoints.
• Engage with customers via phone, email, and text to proactively solve issue and address complaints.
• Setup and resolve problems with customer accounts, including reservation and payment information.
• Solve key operational needs of team members.
• Manage all activities associated with incoming customer service operations, including developing and implementing policies and procedures. Ensures continuous improvement of processes, systems, and communications.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Supervise existing team members by provide hiring, promotion, and disciplinary. recommendations, as well as performance evaluation and feedback for direct reports.
• Train new customer service representatives.
• Conduct weekly one on one meeting sessions with each team member.
• Working with other management team members to create and implement customer service department goals.
• Create and implement policies and procedures to facilitate a quality customer service experience.
• Become subject matter expert within the Organization of the current phone system.
  • Maintain and implement changes to Queues and Users.
• Monitor call taker performance weekly to find coaching opportunities.
• Work on special projects and other duties as necessary to achieve company goals as assigned by Senior Director, Process and Technology, Sports Experiences.

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.

Qualifications and Skills

• 10 years’ experience in a process driven role.
• Previous experience in managing and leading a team.
• Efficient in MS Office 365.
• Problem-solving, organization, attention to detail and ability to work under pressure.
• Excellent customer service and leadership skills.
• Ability and willingness to travel for meetings.

Experience and Job Re