Project Employee, Customer Experience Operations
About The Position
This position plays a key role in supporting the overall customer experience for NBA and WNBA digital products across multiple platforms, including mobile applications, web, and connected devices. The Project Employee, Customer Experience Operations role works closely with the NBA and WNBA customer support organization to ensure support agents are informed, prepared, and equipped to deliver timely and effective assistance to fans. Working alongside the 24/7 Digital Operations Center, this role provides night-to-night monitoring and real-time oversight of digital products, helping identify, validate, and escalate fan-reported issues as they arise. The focus is on maintaining strong communication between product, engineering, operations, and the global customer support team to ensure issues impacting fans are quickly understood and addressed. By coordinating incident tracking, verifying reported issues, and sharing actionable insights, this role helps prioritize fixes, improve internal response processes, and ensure clear, consistent communication back to NBA and WNBA fans, ultimately enhancing the end-to-end customer experience. This is a 10-month project employee position based out of the NBA’s Secaucus, New Jersey Office.
Requirements
- Bachelor's degree required
- Strong research and analytical skills
- Good multi-tasking and project management skills
- Ability to work in fast-paced environments
- Excellent communication and interpersonal skills
- Willingness to learn and master multiple digital products
- Passion for delivering world-class online, mobile, and application experiences for sports fans
- Comfortable proposing new ideas among various internal stakeholders and business units, and collaborating with design, technical, programming, marketing, and sales teams
- Experience creating reports and presentations via PowerPoint
- Experience with Zendesk or other customer support tools
- Familiarity with the digital analytics; how to evaluate product performance, and visualization tools is a plus (e.g. Adobe, Tableau)
- Knowledge of and passion for basketball
- Knowledge of the current digital sports and technology landscape
- Familiarity with various premium sports packages inside and outside the NBA
- Familiarity with all platforms, including web, mobile web, iOS, Android, game consoles and connected TVs
Responsibilities
- Quality control of the NBA and WNBA’s digital products across all supported platforms
- Document, investigate, and escalate product and business issues to be addressed by NBA and WNBA stakeholders
- Conduct QA of the customer support teams to ensure quality standards are met
- Create reports around customer support insights, key initiatives, and product performance
- Interface with support agents and team leads in real time to address feedback and issues identified by fans
- Monitor fan inquiries in Zendesk and sentiment on message boards and social media to report on and address feedback relating to our digital products
- Complete data-driven research projects on digital products to support opportunities for innovation
- Evaluate non-NBA digital offerings from across the sports and streaming landscape
- Flexible working hours to support evening and weekend customer-aligned activities
Benefits
- medical
- short-term disability
- mental health coaching/therapy
- sick time
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What This Job Offers
Career Level
Entry Level
