Project Employee, Customer Experience Operations
Position Summary
This position is responsible for the quality assurance of the NBA and WNBA digital products across multiple platforms with an emphasis on mobile applications, web, and connected devices. The Project Employee, Customer Experience Operations role will also work directly with the NBA and WNBA’s customer support operation to ensure the preparedness of the leagues' support agents.
Major Responsibilities
- Watch and monitor live NBA and WNBA games across the suite of digital products
- Quality control of the NBA and WNBA’s digital products across all supported platforms
- Document and escalate product and business issues to be addressed by NBA and WNBA stakeholders
- End-to-end product QA bug scrub processes in partnership with the NBA and WNBA Product and Engineering teams
- 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
- Data-driven research projects on digital products to support opportunities for innovation
- Evaluation of non-NBA digital offerings from across the sports and streaming landscape
- Flexible working hours to support evening and weekend customer-aligned activities
Required Skills / Knowledge
- Strong research and analytical skills
- Good multi-tasking and project management skills
- Ability to work in high-pressure 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
- Familiarity with the current digital sports and technology landscape
- Familiarity with all platforms, including web, mobile web, iOS, Android, game consoles and connected TVs
Required Education/Professional Experience
Bachelor's Degree
Job Posting Title
Project Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs:
- medical
- short-term disability
- mental health coaching/therapy
- sick time
About The NBA
The National Basketball Association (NBA) is a global sports and media organization with the mission to inspire and connect people everywhere through the power of basketball. Built around five professional sports leagues: the NBA, WNBA, NBA G League, NBA 2K League and Basketball Africa League, the NBA has established a major international presence with games and programming available in 214 countries and territories in 60 languages, and merchandise for sale in more than 200 countries and territories on all seven continents. NBA rosters at the start of the 2024-25 season featured a record-tying 125 international players from a record-tying 43 countries. NBA Digital’s assets include NBA TV, NBA.com, the NBA App and NBA League Pass. The NBA has created one of the largest social media communities in the world, with more than 2.3 billion likes and followers globally across all leagues, team and player platforms. NBA Cares, the NBA’s global social responsibility platform, partners with renowned community-based organizations around the world to address important social issues in the areas of education, inclusion, youth and family development, and health and wellness.