JOB: Manager Customer Operations – Golf Now Australia
The Company
At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.GolfNow, a division of NBC Sports Group is the internet’s largest online tee time reservation service, trusted by more than 1.5 million golfers. Using leading-edge technology, GolfNow provides more ways for golfers to stay connected to their favorite golf courses and tee times through the web, e-mail and mobile applications. As a partner to golf courses, GolfNow provides turnkey solutions to their operations ( www.golfnow.com.au ) with the main areas of focus on:
- Online marketing and distribution of tee times
- Web hosting, development and customer management solutions
- Revenue optimization, database expansion and other course products
Function
The key function of the Manager, Customer Operations will be to provide support to our customer success and sales teams, as well as our course partners from a technical perspective. This will include, but not be limited to ensuring that golf course operators are onboarded and trained to optimise the use of our products and services. They will ensure that all third-party integrations are fully operational and be a key point of escalation, co-ordinating efforts to resolve any issues with colleagues internationally.Reporting to the Customer Success Manager in GolfNow International’s HQ in Belfast, Northern Ireland, The Manager will work closely with the Australia based Business Lead. They will also closely monitor the tee times sales, marketing results, trends and competitors to ensure that all revenue opportunities for GolfNow and iSeekGolf are optimized.
Key Responsibilities
- Overseeing and co-ordinating the efforts of team members to ensure smooth operations from both a technical and customer success perspective.
- Provide support to manage cases, as and when required and being a key point for escalation.
- Resolve client issues working at both process and technical level designing relevant approaches.
- Working closely with 3rd parties and service providers to ensure delivery of KPIs and SLAs for our key partners.
- Extraction of customer needs and converting these into technical requirements to enable live customers across our software platform. Defining and reviewing processes, to recommend improvements on a continual basis in seeking to improve customer experience.
- Perform root cause analysis and incident trends, implementing governance measures where required.
- Submitting weekly/monthly reports to senior management team for areas of responsibility
- Building relationships and delivering projects in conjunction with multiple teams across the organization.
- Ownership of metrics ensuring all targets are achieved.
- Attend client-facing meetings, collaborative planning workshops and report to client on progress
Qualifications/Requirements
Minimum Requirements
It is essential that candidates have:
• 5 years of experience in a customer facing, operational management role within a technology, SAAS or e-commerce environment.
• Proficient in the use and design of CRMs and issue tracking systems.
• Ability to build relationships with clients and internal teams.
• Experience of analysing, collating and presenting data to support proposals and communicate against business performance measures.
• Demonstrable ability to work under pressure, managing several projects simultaneously and setting priorities.
• Understanding of IT/internet products and use.
• Experience of working effectively in a fast paced, team-oriented environment.
• An understanding of or experience within the Golf industry and a passion for the game.
Additional skills and experience that would be desirable:
• Education to degree level in a relevant discipline (e.g. Business/ IT).
It is the policy of NBCUniversal and NBCUniversal affiliated businesses to consider all qualified applicants for employment without regard to race, colour, religion, national origin, sex (including pregnancy) sexual orientation, age, disability.
NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.
Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.
Notices
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. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.
