Manager, Consumer Support

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('SpinCo') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

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 Manager, Consumer Support drives loyalty by assuring the Consumer Support team delivers timely, efficient and high-quality care on the Business to Consumer E-Commerce services. As Manager, Consumer Support, you will lead a team of energetic, service-minded specialists in delivering extraordinary care on every contact and an elite service rarely found in the industry.

Job Duties

• Coach specialists; delivering our “why” and committing to the personal development of each team member.         
• Create clear and concise expectations, maintain transparent scoreboards, encourage and coach performance, deliver accountability with honest feedback.
• Maintain a high-energy, engaging, servant culture, complete with specialist recognition programs.
• Create and execute efficient daily workflow processes through the use of operational metrics to gauge performance and ensure timely implementation and support.
• Recruit, hire, and coach a group of specialists focusing primarily on customer service and general support of Business to Consumer E-Commerce services. 
• Contribute to the success of a quality program, which certifies a high level of care is consistently being delivered, utilizing NPS as the primary driving metric.
• Utilize industry expertise to influence product development in order to address customer needs and improve implementation and support efficiencies.
• Be well versed in all Consumer Support operations, as you will collaborate with other internal teams and key stakeholders, and will coordinate processes focused in areas such as Sales, Marketing, Product Management, among others.    

Basic Qualifications

• 1+ years experience in a customer service or B2B or B2C 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
• Previous experience with E-Commerce products, golf, ticketing, subscription services, and technology products, is strongly desired
• Account management, project management, and problem-solving skills
• In-depth understanding of golf course operations
• 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 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 

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 [email protected].

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.