NBC Universal Product Support Manager - GolfNow in Orlando, Florida

Job Number 36649BR

Job Title Product Support Manager - GolfNow

Business Segment NBC Sports Group

Sub-Business Golf Channel

Posting Category Sales

About Us NBCUniversal is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. 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. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

GolfNow, a division of Golf Channel is the internet’s largest online tee time reservation service, trusted by more than 1.5 million golfers. Using leading-edge technology, GolfNow provides more ways for golfers to stay connected to their favorite golf courses and tee times through the web, e-mail and mobile applications. As a partner to golf courses, GolfNow provides turnkey solutions to their operations (www.golfnowsolutions.com) with the main areas of focus on:

  • Online marketing and distribution of tee times

  • Web hosting, development and customer management solutions

  • Revenue optimization, database expansion and other course products

Career Level Experienced

Country United States

State/Province Florida

City Orlando

Responsibilities

Our Partner Care Manager drives loyalty by assuring the Partner Cares team delivers timely, efficient and high quality Care on GolfNow technology products to over 8000 Partner golf courses world-wide. As Partner Care Manager, you will lead a team of energetic, service-minded specialist in delivering extraordinary Care on every contact and an elite service rarely found in the golfing industry.

Job Duties

  • Recruit, hire, train and coach a large group of Partner Care Specialists focusing primarily on Product and Interface support

  • Coach Partner Care Specialists in leadership skills; delivering our “why” and committing to the personal development of our next leaders

  • 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

  • Initiate a quality program to certify a high level of care is consistently being delivered, utilizing NPS as the primary driving metric

  • Utilize industry expertise to initiate product development, addressing customer needs and improving implementation and support efficiencies

  • Be well versed in all Partner Care operations as you may have teams focused in areas such as Implementation, Support, Websites, Interfaces, or Inventory

Qualifications/Requirements

Basic Qualifications

  • Strong computer skills including MS Word & ExcelAdditional Job Requirements

  • Interested candidate must submit a resume/CV through www.nbcunicareers.com to be considered (note job #: 36649BR)

  • Must be willing to work in Orlando, Florida

Desired Characteristics

u>Desired Qualifications

  • Bachelor’s degree in related field

  • 2+ years experience managing people, preferably in a customer service and/or B2B setting

  • 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

  • Tech and golf savvy, ability to communicate enthusiastically with industry specific terminology

  • Account management, project management and problem-solving skills

  • In-depth understanding of golf course operations

  • Experience with Salesforce.com, JIRA, Confluence and Five9

  • 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

We are an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation. Clickto view the NBCUniversal Candidate Privacy Statement.