ESPN, Inc. Fan Support Associate Manager in New York, New York

We are looking for an Associate Manager of Customer Care to manage and maintain a strong fan “care and support” presence for our company. The role is to manage live customer support reporting, trend tracking and creating actionable policy and procedures to improve the overall fan contact experience. The position will report directly to the Senior Director of Fan Support and will interact heavily with our fan support channels (chat, SMS, email/web-form, social, voice and self-service).

Responsibilities : Customer Care Operation/Fan Support

  • Develop and deploy customized fan support reporting that identifies troubleshooting solutions and customer support improvement opportunities across our products and services.

  • Act as an ESPN Customer Care subject matter expert (SME), building policy and guidelines within brand to support fans engaging with each ESPN product.

  • Implement fan engagement metrics aligned with broader marketing strategies.

  • Develop and maintain routine fan feedback and tracking reports used by internal ESPN leadership.

  • Participate in regular performance efficiency conversations with team members based on trend tracking, live business intelligence and useful data mined from every live fan contact.

  • Routinely make recommendations for changes to products or services, based on customer feedback.

  • Analyze CSAT reviews and take actionable steps to improve the overall fan experience.

  • Help build crisis and escalation workflows for effective fan education and support via social media.

  • Research audience preferences, and as a SME, maintain working knowledge of current trends around fan engagement.

Basic Qualifications :

  • Bachelor’s Degree (degree in Marketing, New Media or relevant field a plus)

  • Strong knowledge of CSAT and QA tools

  • Functional understanding of business intelligence tools using data visualizations. Experience with Domo or Tableau a plus.

  • Strong avidity for customer service approach in all interactions

  • Superior interpersonal and communication skills (written and verbal)

  • Strong sports avidity around major sports and how fans consume sports

  • Detail oriented with strong analytical skills and the ability to multi-task

  • Ability to work non-traditional days/hours as needed per the sports calendar, particularly nights and weekends (travel occasionally)

Required Education :

  • Bachelor’s Degree (degree in Marketing, New Media or relevant field a plus)

Additional Information :

Relocation assistance is not provided for this role

Job ID: 618514BR

Location: New York,New York

Job Posting Company: Media Networks