Manager, Customer Care Technical Operations

OVERVIEW OF THE COMPANY

Fox Corporation

Under the FOX banner, we produce and distribute content through some of the world’s leading and most valued brands, including: FOX News Media, FOX Sports, FOX Entertainment, FOX Television Stations and Tubi Media Group. We empower a diverse range of creators to imagine and develop culturally significant content, while building an organization that thrives on creative ideas, operational expertise and strategic thinking.

JOB DESCRIPTION

At Fox Tech, we stand as a beacon of innovation, crafting world-class, large scale digital products that redefine the entertainment experience. We're on the lookout for visionary individuals to join our pioneering team, tasked with shaping the future of streaming products. Now is your chance to be part of creating and delivering extraordinary digital experiences spanning Sports and Entertainment.

As a key member of our team, you'll drive innovation and significantly contribute to our mission of pioneering the next generation of streaming products. Your opportunity to create unparalleled fan experiences for these iconic sports events is here. Our current advanced digital solutions, accessed by millions across web, mobile, and living room devices, signify just the start of our ambitious journey.

ABOUT THE ROLE

• You provide thought leadership and back your recommendations with data-driven evidence, as well as a demonstrated comprehension of the dependencies and implications of your projects

• You work collaboratively with cross function teams to drive performance to achieve goals defined 

• You take a creative approach to problem solving

• You are exceptionally organized and feel confident stepping into ambiguous situations

• You care about your team and their varied perspectives, and are invested in their success

• You are excited to transform the way we support our customers by finding the intersection of technological advancements and tried-and-true customer service principles

A SNAPSHOT OF YOUR RESPONSIBILITIES

• Salesforce administration and enhancements Salesforce Service Cloud experience desired 

• Experience and understanding working with AI, specifically virtual agent

• Management & oversight of system improvements

• Daily, monthly, quarterly, annual, special event and ad hoc reporting

• All System/Application user access, provisioning and maintenance

• Cyber Security owner 

• Work with cross functional teams and manage internal development relationship

• Maintain, manage, and update system improvement roadmap

• Test and approve all system development changes

• Perform ongoing operational testing to QA and verify systems integrations, configuration expectations, data flow, and reporting

• Work closely with Contact Center partner to administer changes needed to agent facing views, sign-ons, configurations, and setting up and managing business rules

• Drive organizational knowledge around features available within the Customer Care technology stack

• Experience in systems administration, technical product development, or large-scale technical implementations

• Proven track record in technical vendor management

• Ability to work with multiple project stakeholders (e.g., internal core team, external vendors, contractors, business users, senior management)

• Strong verbal and written communication skills, 

• Expert at documentation of process and procedures 

• Effective communication and presentation skills appropriate for interaction with network clients, vendors, and senior management

• Proficiency in task and ticket management with systems like Datadog and the full Atlassian suite

• Flexible schedule

• Some domestic/international travel may be required

#Ll-Hybrid

Learn more about Fox Tech at https://tech.fox.com 

#foxtech

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

At FOX, we foster a culture and environment where everyone feels welcome and can thrive. We are deeply committed to diversity, equity, and inclusion, including attracting, retaining, and promoting diverse talent across our company. We live in a diverse world, with different ideas and different perspectives that come together to spark new ideas and make great things happen. That means reflecting the diversity of the world around us is critical to our company’s success. We ensure that our viewers, communities and employees feel heard, represented, and celebrated both on screen and off.

Click here to learn more about the diverse communities of people behind our brands. 

Pursuant to state and local pay disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience, and location is: $106,000.00-144,500.00 annually for California. This role is also eligible for an annual discretionary bonus, various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.

View more detail about FOX Benefits.