Director Customer Care Operations
ESPN - New York, NY

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The Director of Customer Care Operations provides tactical and management support to ESPN’s remote fan contact center(s) and their leadership team(s). This position is a key partner and daily contact to Customer Operations Director, Training Operations & Technology, as well as many peer groups including Marketing, Product, Digital Media, Mobile, Finance, Corporate Communications, Affiliate Sales and Affiliate Partners (cable operators, ISP’s, TELCO’s, gaming companies, software and hardware manufacturers, etc.).

ESPN, Inc., The Worldwide Leader in Sports, is the leading multinational, multimedia sports entertainment company featuring the broadest portfolio of multimedia sports assets with over 50 business entities. Headquartered in Bristol, Connecticut, ESPN is 80% owned by ABC, Inc. (a subsidiary of The Walt Disney Company), and 20% by the Hearst Corporation.

ESPN was founded by Bill Rasmussen and launched on September 7, 1979. Now with over 6,500 employees, each year ESPN televises more than 5,100 live and/or original hours of sports programming. The company’s mission is to serve sports fans. Anytime. Anywhere.

Responsibilities
This individual must demonstrate strong analytical capabilities and working knowledge of the complexities of customer contact centers including service levels, IVR’s, e-commerce platforms, CRM and desktop tools used to support customers. This person must exhibit strength and accuracy in modeling anticipated and current customer contacts driven by our rich programming schedule and products, scheduling and forecasting of customer service representatives/headcount, budget planning, process development and management, quality assurance and customer satisfaction programs. This person will manage remote employees, operations and vendors/partners and must be comfortable developing and growing relationships through primarily remote management, while achieving results. This person reports to the Vice President of Customer Operations, and has a direct report employee co-located within a remote customer contact center (outsource service provider in Omaha, NE). This person must be focused on delivering world class customer service results to fans in support of ESPN’s world class brand. This person must have a high level of sports avidity, keen acumen of technology and various platforms we use to deliver content to fans (TV, dotcom/online, tablets, mobile, etc.), and must demonstrate the highest level of professionalism and commitment. To succeed in this position, this person must exude the highest levels of teamwork, integrity, flexibility, industry knowledge and leadership, and must successfully plan and deliver operational goals while gaining meaningful efficiencies.

Basic Qualifications
A minimum of 10 years leadership experience within a world-class brand customer contact center, supporting technology products. Specific experience supporting digital/online/dotcom, wireless, multi-platform products desirable A minimum of 5 years direct management of remote customer contact center(s) A minimum of 10 years managing vendor(s)/partner(s) contracted to fulfill services (outsourcing) Strong technology avidity regarding all aspects of contact center management including CRM, IVR, scheduling, forecasting, workflow management and trouble ticketing, e-commerce platforms. Particular systems of interest include Salesforce.com experience Outstanding interpersonal, written and verbal communications skills required Travel required as necessary, at times frequently, on-call coverage evenings and weekends

Preferred Qualifications
Strong analytical and business finance skills Strong experience developing business process for complex, diverse products and remote work teams Keen avidity for customer service approach in all interactions Strong sports avidity

Required Education
Bachelor’s degree

Additional Information
Imagine a career with an organization that brings smiles to millions every day. Imagine working with people whose passion for what they do is simply indescribable. We are The Walt Disney Company, live with a rich legacy of innovation, entertainment, and lifelong memories. With our vast array of both businesses and professionals, you’ll have the opportunity to join a team that’s beloved around the world, and to find out how it feels to love what you do. We invite you to discover for yourself why a career with Disney is the opportunity you‘ve been looking for. ESPN, Inc. is an Equal Opportunity/Affirmative Action Employer. Our goal is to create an inclusive workplace for all.

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ESPN, Inc. The Worldwide Leader in Sports, is the leading multinational, multimedia sports entertainment company featuring the broadest...