Manager, Product Operations

Overview / Objective

The NFL Digital Media Technical Operations team is seeking an experienced Manager to assist with supporting various platforms at NFL Media including: NFL.com, NFL app, NFL Fantasy, and Clubs Sites.  This person will be expected to immerse themselves within the details of all digital products and become a communication hub for operational activities. This person should have strong communication skills and confidence in a fast-paced environment. This position communicates with product management, technology, marketing and sales departments.  The role will report directly to the Director of Digital Operations.

Responsibilities

• Serve as central POC for communication and stakeholder management for all NFL's in-market products from product marketing, in-market operational support, content strategy, product enhancements, engineering, business development and legal.
• Create concise plans and presentation for cross functional teams not limited to senior leadership from process/product ideation to in-market consumption. 
• Develop, manage, and continuously improve processes for scale that help the Digital Programming and Product teams meet their goals more efficiently and effectively
• Develop, manage, and enhance business analytics of in-market performance, not limited to KPI measure of operational performance, foster and maintain new technical partnerships with external and internal clients/vendors. 
• Provide operational support for our digital O&O platforms on all gamedays and around League tentpole events, including reporting and prioritization of issues .
• Manage operational execution and support of live streaming digital shows on NFL.com
• Manage content updates within the CMS for various stakeholders within digital content programming, editorial and the League including active NFL.com webpage
• Manage request of access on NFL.com for API portals, databases, and ecommerce platforms services.
• Oversee all new/existing partner integrations and operational responsibilities for authentication management for NFL O&O products not limited to MVPDs and Broadcast partners.
• Serve as central POC for Live Broadcast blackout/retrans management & communications.
• Maintain relationships with partner support teams who operate within and outside NFL.com support instance.

Additional Responsibilities

• Manage Service Desk Jira board (Kanban) and ensure all tickets are being properly QA’d.
• Help communicate Club product needs
• Ensure Service Desk developers have all the information they need to troubleshoot bug tickets
• Have an overall understanding of NFL and Club issues for prioritization
• Create runbooks and instructional articles to assist clubs with product updates
• Act as liaison between Clubs and the NFL streaming services during Preseason
• Quickly triage incidents impacting all Clubs
• Send release notes to Clubs and communicate platform updates/outages

Salary / Pay Range

• This job posting contains a pay range, which represents the range of salaries or hourly rates that the NFL believes, in good faith, at the time of this posting that it might be willing to pay for the posted job. The NFL expects to hire for this position near the middle of the range. Only in truly rare and exceptional circumstances, where an external candidate has experience, credentials or expertise that far exceed those required or expected for the position, would the NFL consider paying a salary or rate near the higher end of the range.

Required Qualifications

• BS or BA in business, marketing, communications, computer science, or related field preferred.
• Minimum 7 years working in either product management, project management, business analysis, and live event support in large scale media environment
• Must be passionate about the NFL and its clubs.
• Ability to supervise employees, handle conflict, manage change and improve operations
• Excellent problem-solving ability; highly motivated to drive positive change
• Prior experience with Content Management Systems (CMS)
• Prior experience in operational support of a web and mobile based applications
• Prior experience managing a JIRA board and writing user story tickets 

Preferred Qualifications

• Experience with markup skills utilizing HTML, CSS, and JavaScript is preferred
• Proficiency in design via tools such as Adobe Creative Suite
• Strong Knowledge of 3rd party authentication work streams
• Avid interest and knowledge of NFL football
• Demonstrate the ability to create and maintain documentation and runbooks