NBC Sports Next is where sports and technology intersect. We’re a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology.At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with dozens of sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips, and more.At NBC Sports Next we’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.  Come join us as we work together as one team to innovate and deliver what’s Next.  Our Training & Quality Manager, Consumer Support, ensures the Consumer Support team offers an exceptional customer experience, by designing, implementing, and evaluating training programs, ensuring adherence to quality standards, and driving continuous improvement across NBC Sports Next’s Business to Consumer E-Commerce services. As Training & Quality Manager, Consumer Support, you will lead a team of energetic, service-minded individuals, whose focus is to deliver extraordinary care on every contact, and provide elite service, rarely found in the industry.  Job Duties Design, implement, and evaluate training programs to enhance employee skills and performance Establish and maintain quality policies, standards, and procedures. utilizing NPS as the primary driving metric.  Create clear and concise expectations, maintain transparent scoreboards, encourage and coach performance, deliver accountability with honest feedback. Monitor and evaluate processes to ensure adherence to quality standards.   Identify training needs, areas for improvement and implement corrective actions Ensure training aligns with organizational goals and strategic objectives Report out weekly and monthly metrics to all levels of Leadership on training related trends, results, and recommendations Recruit, hire, and coach a training and quality staff, focusing primarily on customer service and general support of NBC Sports Next’s Business to Consumer E-Commerce services.   Stay up-to-date with industry best practices and emerging technologies in training and development.