Manager, Athlete Engagement Strategic Operations

At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams.  We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

OVERVIEW:

Job Duties and Responsibilities

Lead new service initiatives and ensure robust measurement programs for scalability

• Lead the testing, analysis, and execution of new customer service initiatives aimed at improving service delivery, customer satisfaction, and business performance. Report out key results and data related to the above testing initiatives while recommending action for success and scalability

• Organize project management of new service initiatives from ideation to completion

• Story tell results back to the customer service executive leadership with concise results and proposals for next steps

• Maintain systematic customer satisfaction tracking, measurement, and reporting and make improvements as necessary.

• Lead business opportunities through new service channel execution and viral service opportunities. Find new opportunities to pair teammate sport passions with enhanced service routing and utilization.

• Explore new initiatives across all branches of service and identify high value ‘go ahead’ projects vs. ‘future opportunities’

• Partner with customer service operations, strategy and Learning and Development teams to set customer satisfaction goals and financial success metrics.

• Conduct in depth competitive research to ensure the customer service team is ahead of new channel offerings, service experiences and website/app visibility

• Utilize data-driven insights to assess the effectiveness of service strategies and technology solutions. Provide regular reports and recommendations to leadership based on analytical findings.

Act as the liaison for the customer service team between our technology department

• Collaborate to prioritize initiatives that enhance customer experience and teammate experience

• Drive initiatives forward that enhance our customer and agent experience and contribute to business growth through technology

• Support future architecture of end-to-end future athlete experience vision, strategies, innovation territories and opportunity spaces and concepts

• Work with leadership on both tech and service to ensure solutions align with the organization’s financial objectives and help drive profitability

• Monitor and track the financial impact of technology and service initiatives

• Communicate technology bugs or issues that arise during service channels through teammate feedback

• Drive teammate experience improvements with proactive feedback sourcing and storytelling to our technology teams

Project Management of key service initiatives, annual goals and progress across the service team:

• Drive program capability enhancement and adoption throughout the organization

• Drive accountability of major service initiatives and new innovative experiences through detailed progress tracking and status communications

• Ensure proactive alerting for roadblocks and timing dependencies for the annual service roadmap and technology roadmap

• Identify opportunities for process improvements within customer service operations and collaborate with teams to drive ongoing optimization.

• Organize documentation and program materials consistently throughout the year across operations, strategy and technology partnerships

Build relationships throughout key cross-functional partnerships for the service team:

• Ensure cross functional team goals are aligned with brand and group objectives, delivered on time and with quality

• Immerse yourself into DICK’S Sporting Goods pillars of focus across the business and the goals from the executive team to ensure alignment with service value delivery

• Build and maintain strong relationships with cross-functional teams, particularly within technology, to ensure alignment, efficient prioritization, and successful execution of projects.

• Proactively identify ways to work more effectively across teams to drive maximum value for the business

QUALIFICATIONS:

• Bachelor's Degree in Business or related field

• 3-5 years experience in Customer Experience, Strategy, Innovation, Market Research, Marketing Analytics, Customer Satisfaction, Technology, Project Management

• CRM Systems (required)

• Liveperson (preferred)

• Medallia (preferred)

• LevelAI (preferred)

• Well versed in project management

• Well versed in qualitative and quantitative research

• Comfortable with robust data sources and analysis

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