Job Description

NBC Sports Next is where sports and technology intersect. We’re a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology.

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with dozens of sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass **** the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips, and more.

At NBC Sports Next we’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.

Come join us as we work together as one team to innovate and deliver what’s Next.

Our Training & Quality Manager, Consumer Support, ensures the Consumer Support team offers an exceptional customer experience, by designing, implementing, and evaluating training programs, ensuring adherence to quality standards, and driving continuous improvement across NBC Sports Next’s Business to Consumer E-Commerce services. As Training & Quality Manager, Consumer Support, you will lead a team of energetic, service-minded individuals, whose focus is to deliver extraordinary care on every contact, and provide elite service, rarely found in the industry.

Job Duties

• Design, implement, and evaluate training programs to enhance employee skills and performance
• Establish and maintain quality policies, standards, and procedures. utilizing NPS as the primary driving metric.
• Create clear and concise expectations, maintain transparent scoreboards, encourage and coach performance, deliver accountability with honest feedback.
• Monitor and evaluate processes to ensure adherence to quality standards.
• Identify training needs, areas for improvement and implement corrective actions
• Ensure training aligns with organizational goals and strategic objectives
• Report out weekly and monthly metrics to all levels of Leadership on training related trends, results, and recommendations
• Recruit, hire, and coach a training and quality staff, focusing primarily on customer service and general support of NBC Sports Next’s Business to Consumer E-Commerce services.
• Stay up-to-date with industry best practices and emerging technologies in training and development.

Qualifications

Basic Qualifications

• 1-2+ years experience in a training and/or quality assurance environment

Desired Qualifications

• Bachelor’s degree in related field
• High level of organization with great attention to detail
• High-energy and engaging personality with the ability to convey patience, leadership and remain calm in stressful situations
• Strong computer skills including MS Word & Excel
• Knowledge of golf or E-Commerce is preferred
• Proven experience in training and development, quality assurance, or related fields.
• Proficiency in using training technologies and software.
• Previous experience with E-Commerce products, golf, ticketing, subscription services, or other technology products
• Knowledge of quality management systems and methodologies
• Experience with Salesforce, Amazon Connect Voice, and Office 365
• Ability to learn new concepts quickly
• Data-driven with an appreciation for organization and process
• Excellent writer and communicator with strong presentation skills via phone, online, and in-person

Additional Job Requirements

• Must be willing to work in the Orlando, FL office
• Hybrid: This position has been designated as hybrid, generally contributing from the Orlando office, a minimum of three days per week.
• Ability to work in excess of 40 hours per week and on weekends as needed, sometimes with short notice
• Ability to regularly be “on-call” 24 hours a day / 7 days a week, sometimes with short notice

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to AccessibilitySupport@nbcuni.com.

Although you'll be hired as an NBCU employee, your employment and the responsibilities associated with this job likely will transition to SpinCo in the future. By joining at this pivotal time, you'll be a part of this exciting company as it takes shape.