Director of Service Operations

A bit about us

Do you want to join one of the world’s fastest growing sports technology companies?

Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties.

We’re looking for enthusiastic and ambitious people to join our talented team.

If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us. 

We put trust in our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

We help brands and media organisations engage and monetise sports fans with next-generation digital advertising, content and broadcast services. Whether it’s running marketing campaigns on behalf of sports teams or brands or working with leagues to create personalised experiences for their fans, we are pushing the boundaries of sports entertainment. 

The Role:

You will lead the Genius Customer Services division, driving its transformation into a technology led service organisation. You will develop and evolve the overall vision, charter, and roadmap for Genuis Sports customer service management. This included best practices, standards principles and functions that will continue Genius Sports Operations transformation into a service-oriented, client-driven, value-added organization. 

Duties and Responsibilities:

•  Develop and implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty. Guide the support team in service management and integrated service reporting.  

• Collaborate with other leaders across Genius Sports to develop and implement comprehensive key performance and customer indicators along with related reporting. Ensuring that Support Services have the correct service design requirements to deliver the level of service required for our products and customers. Leading to a seamless customer experience and alignment of customer service goals with overall business objectives. 

• Oversee the daily operations of the customer service department, including handling customer inquiries and resolving escalated issues in a timely and professional manner. 

• Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction. Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience. 

• Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery. 

• Monitor and assess customer service performance metrics, such as response time, contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed. 

• Stay informed about industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations. 

• Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team. 

Required Skills and Experience:

• Knowledge of customer service best practices and industry trends, with the ability to apply this knowledge to improve customer service operations. 

• Experience as a senior service professional, serving an IT or technology company, with at least five years of experience relevant to B2B support or customer service management. 

• Experience managing and evolving Zendesk or other enterprise-wide service management platform, including managing the vendor relationship. 

• Understand and have implemented the ITIL or similar service management frameworks and how they align with and complements other frameworks such as Agile or other product delivery approaches. 

• Able to establish effective working relationships with key stakeholders both within Genius Sports and across our customer base. 

• Leads with an innovative and continuous improvement mindset; able to call on business sense and creativity to develop new ideas and solutions. 

• Able to learn technical information quickly. 

• Is effective and comfortable as a change agent; has a strong understanding of what is necessary to implement change across an organization (people, process, technology); articulates frameworks for implementing change and how to use them. 

What’s in it for you? 

Our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.   

How we work 

We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role. 

Our employees are empowered to stretch the boundaries of what’s achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.  

Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, different abilities or disability, gender identity or re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.