What's your new role about?
You are a readiness manager with specialist knowledge, your exceptional experience will help DAZN achieves its goals, ensuring we are operationally ready across a wide spectrum of scenarios. You’ll be a key player in DAZN’s drive for customer centricity and operational excellence, as our product evolves and our customer base expands, globally as the industry-leading, live sports streaming service.
Our operations must be ahead of the game, and you will be fundamental to this by executing best practice, excellence and proactivity, ensuring that all aspects of operational readiness are fulfilled for all live events on both the OTT and Commercial Premises services. Delivering DAZN’s operational readiness across our Development and Delivery teams will be a key function both on a short-term impact as well as a longer-term strategic view. Using a methodical approach and strategic thinking skills you will make a real difference to our business. The readiness activities you perform will help to achieve our goals, support our brand values and operational goals. KPI’s will include (but not limited to) incidents and error reduction, customer impact and transition success. You will help build our operational readiness processes and their execution across the business and be the ‘glue’ between all our Development and Delivery teams for operational readiness. We will need one processes / way of doing things with a new (then well-maintained) operational readiness blueprint/process design. You will manage change across 2 vital areas:
planning: input from all stakeholders working with B2C Readiness team.
readiness across all aspects of the customer journey & event setup.
Whether it be for major projects (such as Advertising, territory launches or the considerable volume of other Product changes) or weekly readiness, setting the bar high through well thought through (and agreed) readiness criteria, KPIs and targets (that ensure we improve / don’t impact operational performance or the Customer Experience) is a must. You will help run our Support Tier process to ensure that we have the right global support and resources (HyperCare) for each event, as well as managing the budget. You will report into the Operational Readiness Department and be a key member of the management team; you’ll have close relationships with stakeholders (in UK and in regional locations) and be extremely visible and vocal in inputting into key decisions/projects, to ensure we provide a great customer experience.
As our new Readiness Manager, you’ll have the opportunity to:
- Communicate effectively the operational readiness processes for Commercial Premises
- Establish appropriate KPIs and targets to drive improvement to the customer experience
- Drive improvement through identifying, quantifying, business casing and delivering improvements to drive best in class operational readiness
- Help manage our Support Tier process globally. Measure performance and drive improvement
- Provide consistency across DAZN for this function
You’ll be set up for success if you have:
- Knowledge of what great a customer experience looks like through customer centric KPIs and challenging targets
- Expert analysis capabilities to understand the heart of what’s being delivered to our customers, quantify where and why we need to deliver what we need to do
- Continually strive to improve and make a difference at pace
- Great technical knowledge in a sport / consumer-based industry like ours •Great stakeholder management that inspires confidence in our executives
Here's a little more about us…
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.
At part of our team you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.
If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN.
We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations and gender identities. If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
We look forward to hearing from you.