SDQ Manager - Bet
Stats Perform
Graz
vor 5 Tg.

JOB DETAILS

Department : Customer Operations

Job Title : Support Delivery and Quality Manager Bet

Reports To (title) : Director of Operations

Career Level : CL4

Location : REMOTE / Office

Hours of Work : Full time (40 hours per week)

Line Management Responsibility : Yes

WHAT’S YOUR NEW ROLE ABOUT?

As a Support, Delivery & Quality Manager for Bet , you will be responsible for the delivery, quality, and support of our betting data from product to client.

The management of the Bet team is broken down into three main operational areas. Support, Delivery & Quality. You will be responsible for these operational areas across all bet products.

You will be responsible for the Betting data along its journey from collection, delivery, quality, and all within the business of sport work rhythm.

Being comfortable discussing our data and how best to support it, directly with stakeholders across the business is essential.

Being the strategic advisor of customer support for our betting products, an SDQ Manager will be both the voice of the support team across the business to key stakeholders and business partners, and the leader of the support team’s direction, process, and quality.

Quality Responsible for the management of the QMS team who in turn are responsible for the data collected at Stats Perform.

This includes data from multiple sports and requires a detailed understanding of how a QMS should work and ensuring all the steps taken by the team are with the goal of making the data collection teams continually improve using a data driven approach

Data delivery and how well we do it, is also under the management of the SDQ manager. You will manage the Customer Support Specialists and work with them to ensure support process is best in class and any incident patterns or product flaws are identified and corrected.

Readiness through product fixes, support education and capacity management.

HERE’S YOUR ROLE BROKEN DOWN (NOT ALL OF IT, JUST THE MOST IMPORTANT STUFF)

  • Managing a team responsible for delivery of our data to customers, the quality of the data and how we support the clients who receive it.
  • Ownership of the support, delivery, and quality of our data within the Team Performance products a lead voice in the Customer Operations department for your product channel.
  • Responsible for the long-term incident management, roadmap of incident prevention and product readiness within your product channel
  • Engagement with stakeholders in your product support channel to ensure we are best in class across support, delivery, and quality.
  • Being data driven - we must have an approach where the feedback that we independently gather is presented back in a way that the data tells the story, we just add the contextual information
  • Regular reporting back to all levels of the business on performance results with a view to continually improve the support, delivery, and quality of our data
  • To hit targets on improvement of operational processes
  • Sharing any new ideas for better or more efficient ways of collecting data if they present themselves in your SDQ role.
  • Motivating operational teams to achieve productivity and engagement
  • Implement efficient processes and hold operations accountable for keeping a high standard by setting annual KPI targets
  • Commercial awareness : You have the ability to demonstrate in-depth knowledge and working experience in the respective data collection area, and you have a general understanding of the market you are operating in.
  • Customer orientation : You can build and maintain external and internal customer satisfaction with Stats Perform products and services.
  • DO YOU HAVE THESE ESSENTIALS?

  • Proven experience as a manager of a large operational team
  • Knowledge of data analytics and reporting
  • Understanding of how a Quality Management System works and how to execute each phase.
  • Experience with using IT systems such as Service Now, Jira, Atlassian and Confluence, including writing tickets for developers.
  • Ability to deliver positive and negative feedback to operational teams whilst providing clear context on the reasons for such feedback
  • Ability to delegate responsibility of tasks across this team and let each of the sport specialists own their areas
  • Good technical knowledge of the systems we use to collect data across Stats Perform
  • Excellent communication skills
  • Analytical mindset and problem-solving aptitude
  • Ability to hold data driven presentations about the data we are using to evaluate our staff performance
  • Familiarity with core business functions such as IT, HR, Product and Client facing teams
  • Good knowledge and clear understanding of the product channels
  • HERE’S A LITTLE MORE ABOUT US

    Stats Perform collects the richest sports data in the world and transforms it through revolutionary artificial intelligence (AI) to unlock the most in-depth insights for media and technology, betting, and team performance.

    With company roots dating back almost 40 years, Stats Perform embraces and solves the dynamic nature of sport be that for digital and broadcast media with differentiated storytelling, tech companies with reliable and fast data to power their own innovations, sportsbooks with in-play betting and integrity services, or teams with first-of-its-kind AI analysis software.

    As the leading sports data and AI company, Stats Perform works with most of the top global sports broadcast companies, tech companies, sportsbooks, teams, and leagues.

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