Product Product

Head of Customer Service Tooling

Hammersmith, London, United Kingdom

Job Description

Job Title:
Head of Customer Service Tooling
Location:
Hammersmith, London, United Kingdom
Schedule:
Full-Time, Permanent
Team:
Product Management
Department:
Product
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What's your new role about?

HERE’S A BIT 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. 

 As 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. 
 
As aSport streaming service, underpin by technology and data driven decisions we are looking for aHead of Customers Tech Tooling who not only recognises the importance of how the DAZN product operates and plays a part in the service we provide to our customers, but also someone who has the drive, passion, and experience to help develop the product and service further.  
 
Benefits include access to DAZN, 25 days’ annual leave (increasing by 3 days after 3 years), annual performance-related bonus, private medical insurance, life assurance, pension contributions up to 5%, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for flexible working (remove if role is 100% office based with shifts e.g. Broadcast Ops), and access to our internal speaker series and events.

As our new Head of Customer Tooling, you’ll have the opportunity to:

  • Help support the customer experience tech roadmap  
  • Execute and manage the product vision 
  • Support the strategic roll out, onboarding/ offboarding of customer experience tools  
  • Conduct market research to look for gaps or opportunities as well as gain greater understanding for the tools used to support our customers and operations teams   
  • Analyse business and customer needs and supporting the implementation and ongoing support for these  
  • Be a point of escalation for any issues, incidents or problems related to the tooling 
  • Support any regular reviews with the tool vendors and ensure SLAs are being managed 
  • Evaluate and deal with technical risks and issues 
  • Being an evangelist and subject matter expert across customer experience tooling   
  • Analyse metrics and data that supports the product/s to make informed decisions  
  • Create success criteria for testing and acceptance of new tools  
  • Support testing ensuring that acceptance criteria is being met  
  • Support any training required for the customer teams to engage with the tools 
  • Being at the forefront of the creation and maintenance of the product/tools documentation 
  • Working closely with tech/engineering team to manage dependencies   

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

  • Proven technical skill set with a passionate for the customer 
  • Must be able to technically assess the value of service tools and articulate the benefits  
  • Previous experience within a tech capacity in a customer service/experience environment 
  • Must be technically minded and able to easily articulate tech features for the business  
  • Must have had some vendor management experience 
  • They should or must have the ability to quickly become a subject matter expert across multiple tools 
  • Must have previous experience in extracting insights and data that can be shared to track performance or be used to improve the service we provide to our customers 
  • Must be passionate about the customer and have a  
  • Solid technical understanding  
  • Excellent organisational skills and time management.  
  • Ability to articulate complex technologies and make them ease for stakeholder to understand 
  • Excellent presentation skills. 
  • Can interface with upper management levels  
  • Able to commit to attending the office regularly 
  • Flexibility and willingness to travel 
  • Working with CRM’s systems, chatbots, social tools, Apps ratings tools, customer experience/engagement measurement tools and more 
  • Working with Atlassian, GitHub and other key tools    
  • Familiar with Agile methodologies - Scrum/Kanban/etc 
  • 3-5+ years of relevant experience 

Even better if you have:

  • OTT, Broadcast, Betting, and eCommerce Knowledge 
  • A love for sports  

Here's a little more about us…

HERE’S A BIT MORE ABOUT US 

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. 

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 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, 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, gender identities and abilities. We are supported by our talented Employee Resource Group communities: proud@DAZN, women@DAZN, disability@DAZN and ParentZONE.
 
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.
 
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
 
We look forward to hearing from you.