18 days old

Digital Consumer Manager

Discovery Communications
Knoxville, TN 37902
  • Job Code
    114096126
Discovery Communications


Digital Consumer Manager

US-TN-Knoxville

Job ID: 24554
Type: Company Employee Full-Time
# of Openings: 1
Category: Programming & Production
Discovery

Overview

The Team
Discovery, Inc. is looking for a dynamic and entrepreneurial individual to join our team. Fan Relations is a customer support function under Corporate Communications and assists all of Discovery’s U.S. networks including Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet. From linear pilots to sweepstakes launches, website redesigns, corporate and legal escalations, advertising inquiries and our many digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.

The Company
Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. Our company is evolving as we expand from a traditional linear pay TV business towards a convergent media and entertainment business that encompasses digital and mobile.

The Role
Reporting to the Director of Fan Relations, the Digital Consumer Support Manager will be the liaison between the digital TV Everywhere business partners and Fan Relations. He or she will oversee the TVE support staff and daily operations, ensuring proper standards and outputs are met. (S)he will also be responsible for establishing and implementing requirements within the team and neighboring departments (clients, external and internal business partners.) This person will be responsible for brand identity, consistency, sharing project updates, training and coaching, performance reporting, and budget management.

The manager is responsible for the development, execution, and management of TV Everywhere elements and will support the Director in creating and strengthening strategic and collaborative relationships. This position is integral to the business as our digital needs continue to evolve. He or she will use independent decision-making skills, technical expertise, communication prowess, knowledge of regional programming strategies, and business objectives to quickly identify and effectively address digital needs.

The manager will demonstrate key emotional intelligence skills and appreciate the urgency of working in a live environment, invoking a positive and determined spirit within the staff and possess the vital ability to lead by example.



Responsibilities

1. Manage the day-to-day operations of the TV Everywhere partnership within the Fan Relations group
2. Generate strategies for identifying and onboarding new digital workflows
3. Attend assigned taskforce meetings and report status updates to leadership
4. Establish and maintain strong working relationships with internal divisions and external groups
5. Manage and oversee project timetables with direct hands-on management of meetings, development of reports and presentations, follow-up, and action assignments
6. Identify and champion strategic cross-platform ideas on a proactive basis and in response to client requests
7. Liaise with clients and business partners to define workflows and requirements
8. Pioneer social media support across TV Everywhere functionality
9. Serve as subject matter expert in processes and technologies
10. Be accountable for fulfilling service-level agreements
11. Craft and establish statements of procedure to ensure that procedures are followed and client needs are met
12. Provide technical and procedural guidance based on established practices
13. Deliver world-class, proactive customer service to internal and external stakeholders
14. Coach, develop, and empower team members providing real-time feedback to enhance performance
15. Motivate and create a culture of team collaboration and open communication
16. Assist with employee training in the operation of equipment and in established processes



Qualifications

* Minimum 5 years digital media experience
* Minimum 3 years experience managing a team
* Bachelor’s degree in related field or an equivalent combination of skills, training, and hands-on experience
* Proven project management, strategic visioning skills and the ability to develop and grow positive internal and external relationships
* Ability to independently manage a varied portfolio of projects with unique needs in a deadline-driven environment
* Strong analytical and critical thinking skills with a high degree of accuracy and attention to detail
* Experience working in high volume performance-driven environments while demonstrating ability to lead and develop a diverse team, manage projects and influence stakeholders to drive positive change
* Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
* Proven success in building cross-functional teams and delivering exceptional customer service
* Commitment to teamwork through relationship-building, reliability, trust, and collaboration
* Ability to embrace a constantly changing environment
* In-depth knowledge of mobile apps, connected devices, and TVE technology
* Experience with CRMs such as Oracle Service Cloud and Zendesk is preferred
* Exceptional communication, presentation and organization skills
* Proficiency with Office Suite and demonstrated competency in learning new software
* Willing to travel as needed
* Must have the legal right to work in the U.S.

Knoxville, Tennessee, KX, TN

Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

EEO is the Law

Pay Transparency Policy Statement

If you are an individual with a disability and need an accommodation during the application process, please send an email request to HR@discovery.com.

PI114096126

<b>Discovery Communications</b><br/><br/><br/><b>Digital Consumer Manager</b><br/><br/>US-TN-Knoxville<br/><br/><b>Job ID:</b> 24554<br/><b>Type:</b> Company Employee Full-Time<br/><b># of Openings:</b> 1<br/><b>Category:</b> Programming & Production<br/>Discovery<br/><br/><b>Overview</b><br/><br/><p style="margin: 0px;"><strong>The Team</strong><br />Discovery, Inc. is looking for a dynamic and entrepreneurial individual to join our team. Fan Relations is a customer support function under Corporate Communications and assists all of Discoverys U.S. networks including Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet. From linear pilots to sweepstakes launches, website redesigns, corporate and legal escalations, advertising inquiries and our many digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.</p><p style="margin: 0px;"> </p><p style="margin: 0px;"><strong>The Company</strong><br />Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. Our company is evolving as we expand from a traditional linear pay TV business towards a convergent media and entertainment business that encompasses digital and mobile.</p><p style="margin: 0px;"> </p><p style="margin: 0px;"><strong>The Role</strong><br />Reporting to the Director of Fan Relations, the Digital Consumer Support Manager will be the liaison between the digital TV Everywhere business partners and Fan Relations. He or she will oversee the TVE support staff and daily operations, ensuring proper standards and outputs are met. (S)he will also be responsible for establishing and implementing requirements within the team and neighboring departments (clients, external and internal business partners.) This person will be responsible for brand identity, consistency, sharing project updates, training and coaching, performance reporting, and budget management.</p><p style="margin: 0px;"> </p><p style="margin: 0px;">The manager is responsible for the development, execution, and management of TV Everywhere elements and will support the Director in creating and strengthening strategic and collaborative relationships. This position is integral to the business as our digital needs continue to evolve. He or she will use independent decision-making skills, technical expertise, communication prowess, knowledge of regional programming strategies, and business objectives to quickly identify and effectively address digital needs.</p><p style="margin: 0px;"> </p><p style="margin: 0px;">The manager will demonstrate key emotional intelligence skills and appreciate the urgency of working in a live environment, invoking a positive and determined spirit within the staff and possess the vital ability to lead by example. </p><br/><br/><b>Responsibilities</b><br/><br/><p style="margin: 0px;">1. Manage the day-to-day operations of the TV Everywhere partnership within the Fan Relations group<br />2. Generate strategies for identifying and onboarding new digital workflows<br />3. Attend assigned taskforce meetings and report status updates to leadership<br />4. Establish and maintain strong working relationships with internal divisions and external groups<br />5. Manage and oversee project timetables with direct hands-on management of meetings, development of reports and presentations, follow-up, and action assignments<br />6. Identify and champion strategic cross-platform ideas on a proactive basis and in response to client requests<br />7. Liaise with clients and business partners to define workflows and requirements<br />8. Pioneer social media support across TV Everywhere functionality <br />9. Serve as subject matter expert in processes and technologies<br />10. Be accountable for fulfilling service-level agreements <br />11. Craft and establish statements of procedure to ensure that procedures are followed and client needs are met<br />12. Provide technical and procedural guidance based on established practices<br />13. Deliver world-class, proactive customer service to internal and external stakeholders<br />14. Coach, develop, and empower team members providing real-time feedback to enhance performance<br />15. Motivate and create a culture of team collaboration and open communication<br />16. Assist with employee training in the operation of equipment and in established processes</p><br/><br/><b>Qualifications</b><br/><br/><p style="margin: 0px;">* Minimum 5 years digital media experience<br />* Minimum 3 years experience managing a team<br />* Bachelors degree in related field or an equivalent combination of skills, training, and hands-on experience<br />* Proven project management, strategic visioning skills and the ability to develop and grow positive internal and external relationships<br />* Ability to independently manage a varied portfolio of projects with unique needs in a deadline-driven environment<br />* Strong analytical and critical thinking skills with a high degree of accuracy and attention to detail<br />* Experience working in high volume performance-driven environments while demonstrating ability to lead and develop a diverse team, manage projects and influence stakeholders to drive positive change<br />* Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization<br />* Proven success in building cross-functional teams and delivering exceptional customer service<br />* Commitment to teamwork through relationship-building, reliability, trust, and collaboration<br />* Ability to embrace a constantly changing environment<br />* In-depth knowledge of mobile apps, connected devices, and TVE technology<br />* Experience with CRMs such as Oracle Service Cloud and Zendesk is preferred<br />* Exceptional communication, presentation and organization skills<br />* Proficiency with Office Suite and demonstrated competency in learning new software <br />* Willing to travel as needed<br />* Must have the legal right to work in the U.S.</p><p style="margin: 0px;"><span style="color: #ffffff;">Knoxville, Tennessee, KX, TN</span></p>Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information. <br><br> <a href="https://discovery.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=581131&hashed=1619517695">EEO is the Law</a> <br><br> <a href="https://discovery.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=588767&hashed=2014725565">Pay Transparency Policy Statement</a><br><br> If you are an individual with a disability and need an accommodation during the application process, please send an email request to HR@discovery.com. <img src="https://analytics.click2apply.net/v/JB5Vd7TpGzLEiPJVfYyLw"> <p>PI114096126</p>

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Posted: 2019-09-28 Expires: 2019-10-29

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Digital Consumer Manager

Discovery Communications
Knoxville, TN 37902

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