Project Employee, Digital Operations Center

Project Employee, Digital Operations Center

Work Option: In Office

Job Type: Temporary — expected duration not to exceed 10 months

Position Summary

This position is responsible for the quality assurance of NBA digital products across multiple platforms with an emphasis on mobile applications, web, and connected devices. The Project Employee, DOC will monitor live NBA, WNBA, NBA G League, and NBA 2K League games on these platforms and escalate any issues through the proper channels. In addition, the project employee will evaluate and report on digital offerings from across the sporting landscape, both domestically and internationally.

Major Responsibilities

• Monitor live NBA, WNBA, NBA G League, and NBA 2K games across the suite of digital products
• Execute incident management escalation procedures including issue intake, triage, mitigation, and stakeholder management during the lifecycle of all issues impacting the NBA’s owned and operated digital products
• Provide real-time support to NBA team operational representatives and stakeholders to support initiatives regarding live and VOD direct-to-consumer digital access
• Generate reporting catered to new initiatives and features dedicated to supporting NBA team integrated and locally accessed direct-to-consumer live and VOD streams
• Utilize live game operations tooling to assess the quality of live game streams and perform manual overrides to help mitigate potential issues
• Quality control of the NBA, WNBA, and NBA G League digital products across a variety of platforms including web, mobile web, iOS, Android, and connected devices
• Address or highlight business issues related to all NBA, WNBA, NBA G League, and NBA 2K League digital products
• Research new digital technologies to support new innovation opportunities
• Evaluation and reporting on non-NBA digital offerings from across the sporting landscape, both domestically and internationally
• Assist with the production of actionable insights to support product and content decisions
• Own data-driven research projects for a variety of digital products
• Create reports around key initiatives and overall product performance
• Monitor message boards and social media outlets and report on fans’ positive/negative feedback

Required Skills & Knowledge

• Strong analytical skills with attention to detail
• Experience creating reports and presentations
• Familiarity with the digital analytics space and how to evaluate the performance of websites and apps
• Knowledge of digital analytics and visualization tools is a plus (e.g. Adobe, Tableau, etc.)
• Passion for delivering world-class online, mobile, and application experiences for sports fans
• Comfortable proposing new ideas among various internal stakeholders and business units
• Experience with incident management and/or customer support tooling is preferred (e.g. Jira, ServiceNow, OpsGenie, ZenDesk, NewRelic, etc.)
• Active user of digital products
• Familiarity with all platforms, including web, mobile web, iOS, Android, game consoles, and connected TVs
• Knowledge of and passion for basketball
• Willingness to learn and master multiple digital products
• Strong research and analytical skills
• Good multi-tasking and project management skills
• Ability to work in high-pressure environments
• Excellent communication and interpersonal skills

Education

• Bachelor’s degree required

Compensation

Salary: $32.00/hour