Digital Customer Operations Manager

Summary about this job

Detail information about job Digital Customer Operations Manager. Terms and conditions vacancy

Over the next few months, we have some exciting projects and products in development which will allow us to revolutionise the Australian sporting landscape, and we’re looking for an experienced Digital Customer Operations Manager to join us.

In this newly created, unique role, the successful candidate will be responsible for the hiring, training, and continual performance of our Customer Care team, who service customers via digital channels with the key objective to deliver consistent customer resolution and excellent customer experiences to sports fans around Australia, all whilst supporting revenue targets.

The Digital Customer Operations Manager will:

• Work closely with the Service Owner to execute on the Digital Strategy and ensure a high level of service is delivered, championing a culture of first-class customer experience.
• Recruit and coach staff members and drive engagement to produce a high performing team, providing day to day support and guidance to the Customer Care team who service customers via digital channels (live chat, knowledge base, web form, social media, direct message).
• Manage escalations, by problem solving and resolving customer inquiries as identified by the Customer Care team and other stakeholders.
• Work with the Digital Content Specialist to ensure internal documentation and knowledge base is relevant and up-to-date.
• Thoroughly understand and continue to learn about our products and technology and how they work in order to provide high level direction and accurate information to the team and customers.
• Coordinate and enact resourcing and technology plans for scale and manage resourcing based on customer need and any unexpected technical issues.
• Assist in preparing management reports on performance/results.

For this unique role, we’re looking for people that tick these boxes

• Team loving – a people leader with experience in leading a high performing and engaged team. Deeply committed to developing and coaching team members to success (preferably with experience across Digital channels such as Live Chat, web form, social media)
• Customer expert – experience shaping and executing first-class customer experience witin an operations environment
• Care factor 10/10 – committed and passionate in delivering the best outcomes for customers and internal stakeholders
• Tech savvy – knows the ins and outs of devices, operating systems, browsers and experienced in troubleshooting to problem solve
• Solutions focused – inquisitive  by nature, focused on the detail and committed to finding and providing resolution
• Resilient & flexible – as things don’t always go to plan, must be able to handle  high-stress situations, and support when required.

How to apply

If you’re looking for an opportunity to join Fox Sports during an exciting period of growth and development, then please submit your CV and Cover Letter using the link below.

Applications close Friday 3 August. Only shortlisted applicants will be contacted.

Please note, only people with the right to work in Australia may apply for this position. As such, candidate's visa or residency status will be checked before employment is offered. No agencies please.