Customer Service Operations Manager

Disrupting an industry isn’t easy! DAZN is playing more hours of live sports than any other company anywhere in the world!

As we bring new ideas to market and evolve our product, it’s essential that we execute to a high standard in Customer Services and evolve our model in service to look after our fans.

This is a senior role and requires interaction with a range of stakeholders. You will be responsible for planning, overseeing, and leading the Customer Services team across different channels, markets, and teams. You will work directly with the Head of CS, being the Day-to-Day point of contact, work across various areas in the business from product, marketing, sales, operations, incident management and central global team. You will be responsible for all KPI’s / sla performance and provide insight to Customer behaviour and product improvements.

You will focus on the end-to-end Customer experience, be data centric and pro-active in the service you expect to provide to Customers. You will have a background in looking at contact drivers, innovating solutions to manage demand, improve the service experience and drive retention via service. Experience in omni channel operations is essential, with a digital first approach to CS.

You will manage and lead a CS team and team leaders, driving high performance and quality across all our contact channels and Customer touch points. Customer lifetime value and retention will be key in supporting our commercial strategy. You will be part of a global CS team, driving local market CS agenda through your team and sharing best practices and aligning to global consistency as we look to provide a global world class experience to our fans.

Welcome to DAZN, the world’s leading live OTT sports service.

As our Operations Manager, you’ll have the opportunity to:

• Manage, develop and lead a group of team leaders in a 24/7 environment, running the day-to-day operations of the Customer Service Central contact centre
• Deliver against the CS objectives
• Drive forward our retention strategy locally
• Implement an agreed CS operating model
• Work as part of a global CS team
• Provide key support on onboarding & implementation for new and emerging markets
• On-going TLs improvements using meeting and 121s sessions
• Collaborate with Recruitment and open vacancies accordingly with the project needs
• Bring innovation and delivery e2e customer experience improvements
• Own and manage market KPI’s and SLA’s
• Provide support to Head of CS Operations
• Propose improvements/changes in current processes to enhance Team efficiency
• Collaborate with Recruitment and open vacancies accordingly with the project needs
• Measure project performance using appropriate tools
• Provide project updates on a consistent basis to various stakeholders about strategy, adjustment, and progress
• Measure project performance to identify areas for improvement

You’ll be set up for success if you have:

• Experience in Customer Services and Contact Centre management
• Business level English (C1)
• Customer journey focused – e2e
• Commercial mindset – retention / sales through service ( upsell / cross sell )
• Data / insight driven
• SalesForce / Zendesk knowledge plus additional knowledge in the area of CRM/call centre software is an advantage
• Excellent stakeholder management skills
• Quality focused
• Contact driver focused
• Understand how local market nuances impact CS quality
• Used to working in a digital world, with digital contact channels, understanding the changing face of customer expectations

Even better if you have:

• Ability to work in a fast-paced and enthusiastic environment
• Strategic thinker – can you put all the pieces of a puzzle together and create one vision

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.

As part of our team, youll have the opportunity to make your mark and the power to make change happen. Were doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. Were using world-class technology to transform sports and revolutionise the industry and were not going to stop.

DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:

AMBITIOUS – people who want to make a big impact and drive DAZN forward.

INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business. People who come up with better, simpler ways of doing things.

PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it. People who love what they do and show commitment every day.

BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results.

SUPPORTIVE – people who know that we achieve more as a team than as individuals. People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers. People who consider others before making decisions.

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.