28 days old

FNK Digital Consumer Support Manager

Discovery Communications
Knoxville, TN 37902
  • Job Code
    114821998
Discovery Communications


FNK Digital Consumer Support Manager

US-TN-Knoxville

Job ID: 24835
Type: Company Employee Full-Time
# of Openings: 1
Category: Programming & Production
Discovery

Overview

The Team
Discovery, Inc. is looking for a dynamic and entrepreneurial individual to join our team. Fan Relations is a customer support function under Corporate Communications and assists all of Discovery’s U.S. networks including Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet. From linear pilots to sweepstakes launches, website redesigns, corporate and legal escalations, advertising inquiries and our many digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.

The Company
Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. Our company is evolving as we expand from a traditional linear pay TV business towards a convergent media and entertainment business that encompasses digital and mobile.

The Role
Reporting to the Director of Fan Relations, the Digital Consumer Support Manager will be a liaison between the digital business partners and Fan Relations. He or she will oversee support staff and daily operations, ensuring proper standards and outputs are met. (S)he will also be responsible for establishing and implementing requirements within the team and neighboring departments. This person will be responsible for brand identity, consistency, sharing project updates, training and coaching, and performance reporting.

The manager will support Discovery by creating and strengthening strategic and collaborative relationships with digital business partners. He or she will use independent decision-making skills, technical expertise, communication prowess, and knowledge of business objectives to quickly identify and effectively address digital needs.

The manager will demonstrate key emotional intelligence skills and appreciate the urgency of working in a live environment, invoking a positive and determined spirit within the staff and possess the vital ability to lead by example, whether onsite or remote.

The digital consumer support team is 24-hour, seven days a week. The days/hours for this position are Monday – Friday, 8:30 AM – 5:30 PM.



Responsibilities

1. Oversee tier-1 and tier-2 support within the Fan Relations group
2. Generate strategies for identifying and onboarding new digital workflows
3. Establish ongoing cadences with Fan Relations coworkers to improve collaboration, ideation, and knowledge-share despite differing shifts
4. Create and maintain strong working relationships with internal divisions and external groups
5. Oversee project timetables with direct hands-on management of meetings, development of reports and presentations, follow-up, and action assignments
6. Identify and champion strategic cross-platform ideas on a proactive basis and in response to client requests
7. Liaise with clients and business partners to define workflows and requirements
8. Be accountable for fulfilling service-level agreements
9. Craft and establish statements of procedure to ensure that procedures are followed and client needs are met
10. Provide technical and procedural guidance based on established practices
11. Deliver world-class, proactive customer service to internal and external stakeholders
12. Coach, develop, and empower team members providing real-time feedback to enhance performance
13. Motivate and create a culture of team collaboration and open communication
14. Assist with employee training in the operation of equipment and in established processes



Qualifications

* Minimum 5 years digital media experience
* Minimum 3 years experience managing a team
* Bachelor’s degree in related field or an equivalent combination of skills, training, and hands-on experience
* Proven project management, strategic visioning skills and the ability to develop and grow positive internal and external relationships
* Ability to independently manage a varied portfolio of projects with unique needs in a deadline-driven environment
* Strong analytical and critical thinking skills with a high degree of accuracy and attention to detail
* Experience working in high volume performance-driven environments while demonstrating ability to lead and develop a diverse team, manage projects and influence stakeholders to drive positive change
* Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
* Proven success in building cross-functional teams and delivering exceptional customer service
* Commitment to teamwork through relationship-building, reliability, trust, and collaboration
* Ability to embrace a constantly changing environment
* In-depth knowledge of mobile apps, connected devices, and TVE technology
* Experience with CRMs such as Oracle Service Cloud and Zendesk is preferred
* Exceptional communication, presentation and organization skills
* Proficiency with Office Suite and demonstrated competency in learning new software
* Must have the legal right to work in the U.S.

Knoxville, Tennessee, KX, TN

Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

EEO is the Law

Pay Transparency Policy Statement

If you are an individual with a disability and need an accommodation during the application process, please send an email request to HR@discovery.com.

PI114821998

<b>Discovery Communications</b><br/><br/><br/><b>FNK Digital Consumer Support Manager</b><br/><br/>US-TN-Knoxville<br/><br/><b>Job ID:</b> 24835<br/><b>Type:</b> Company Employee Full-Time<br/><b># of Openings:</b> 1<br/><b>Category:</b> Programming & Production<br/>Discovery<br/><br/><b>Overview</b><br/><br/><p style="margin: 0px;"><strong>The Team</strong><br />Discovery, Inc. is looking for a dynamic and entrepreneurial individual to join our team. Fan Relations is a customer support function under Corporate Communications and assists all of Discoverys U.S. networks including Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet. From linear pilots to sweepstakes launches, website redesigns, corporate and legal escalations, advertising inquiries and our many digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.</p><p style="margin: 0px;"> </p><p style="margin: 0px;"><strong>The Company</strong><br />Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. Our company is evolving as we expand from a traditional linear pay TV business towards a convergent media and entertainment business that encompasses digital and mobile.</p><p style="margin: 0px;"> </p><p style="margin: 0px;"><strong>The Role</strong><br />Reporting to the Director of Fan Relations, the Digital Consumer Support Manager will be a liaison between the digital business partners and Fan Relations. He or she will oversee support staff and daily operations, ensuring proper standards and outputs are met. (S)he will also be responsible for establishing and implementing requirements within the team and neighboring departments. This person will be responsible for brand identity, consistency, sharing project updates, training and coaching, and performance reporting.</p><p style="margin: 0px;"> </p><p style="margin: 0px;">The manager will support Discovery by creating and strengthening strategic and collaborative relationships with digital business partners. He or she will use independent decision-making skills, technical expertise, communication prowess, and knowledge of business objectives to quickly identify and effectively address digital needs.</p><p style="margin: 0px;"> </p><p style="margin: 0px;">The manager will demonstrate key emotional intelligence skills and appreciate the urgency of working in a live environment, invoking a positive and determined spirit within the staff and possess the vital ability to lead by example, whether onsite or remote.</p><p style="margin: 0px;"> </p><p style="margin: 0px;">The digital consumer support team is 24-hour, seven days a week. The days/hours for this position are Monday Friday, 8:30 AM 5:30 PM.</p><br/><br/><b>Responsibilities</b><br/><br/><p style="margin: 0px;">1. Oversee tier-1 and tier-2 support within the Fan Relations group<br />2. Generate strategies for identifying and onboarding new digital workflows<br />3. Establish ongoing cadences with Fan Relations coworkers to improve collaboration, ideation, and knowledge-share despite differing shifts<br />4. Create and maintain strong working relationships with internal divisions and external groups<br />5. Oversee project timetables with direct hands-on management of meetings, development of reports and presentations, follow-up, and action assignments<br />6. Identify and champion strategic cross-platform ideas on a proactive basis and in response to client requests<br />7. Liaise with clients and business partners to define workflows and requirements<br />8. Be accountable for fulfilling service-level agreements <br />9. Craft and establish statements of procedure to ensure that procedures are followed and client needs are met<br />10. Provide technical and procedural guidance based on established practices<br />11. Deliver world-class, proactive customer service to internal and external stakeholders<br />12. Coach, develop, and empower team members providing real-time feedback to enhance performance<br />13. Motivate and create a culture of team collaboration and open communication<br />14. Assist with employee training in the operation of equipment and in established processes</p><br/><br/><b>Qualifications</b><br/><br/><p style="margin: 0px;">* Minimum 5 years digital media experience<br />* Minimum 3 years experience managing a team<br />* Bachelors degree in related field or an equivalent combination of skills, training, and hands-on experience<br />* Proven project management, strategic visioning skills and the ability to develop and grow positive internal and external relationships<br />* Ability to independently manage a varied portfolio of projects with unique needs in a deadline-driven environment<br />* Strong analytical and critical thinking skills with a high degree of accuracy and attention to detail<br />* Experience working in high volume performance-driven environments while demonstrating ability to lead and develop a diverse team, manage projects and influence stakeholders to drive positive change<br />* Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization<br />* Proven success in building cross-functional teams and delivering exceptional customer service<br />* Commitment to teamwork through relationship-building, reliability, trust, and collaboration<br />* Ability to embrace a constantly changing environment<br />* In-depth knowledge of mobile apps, connected devices, and TVE technology<br />* Experience with CRMs such as Oracle Service Cloud and Zendesk is preferred<br />* Exceptional communication, presentation and organization skills<br />* Proficiency with Office Suite and demonstrated competency in learning new software <br />* Must have the legal right to work in the U.S.</p><p style="margin: 0px;"><span style="color: #ffffff;">Knoxville, Tennessee, KX, TN</span></p>Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information. <br><br> <a href="https://discovery.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=581131&hashed=1619517695">EEO is the Law</a> <br><br> <a href="https://discovery.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=588767&hashed=2014725565">Pay Transparency Policy Statement</a><br><br> If you are an individual with a disability and need an accommodation during the application process, please send an email request to HR@discovery.com. <img src="https://analytics.click2apply.net/v/E5M876CDX7bbuY5bszYlB"> <p>PI114821998</p>

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Posted: 2019-10-24 Expires: 2019-11-24

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FNK Digital Consumer Support Manager

Discovery Communications
Knoxville, TN 37902

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