Senior Manager, Customer Operations TNT Sports

Welcome to Warner Bros. Discovery… the stuff dreams are made of. Who We Are… When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next… From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive. Warner Bros. Discovery (WBD) Sports Europe represents WBD’s portfolio of sports brands, channels, and platforms in Europe. It collectively engages 130 million people every month, reaching fans and broad audiences in more than 200 markets and in 20 languages across all platforms where consumers are spending time: free-to-air TV, pay-TV, streaming, online and social. WBD Sports Europe includes the much-loved consumer brands Eurosport and TNT Sports in the UK and Ireland, as well sports programming and content on WBD’s free-to-air TV networks and streaming on HBO Max. They connect audiences with the greatest sporting events in the world. This includes being the Home of the Olympics Games in Europe; tennis’ Grand Slams; cycling’s Grand Tours, more than 1,000 live cycling broadcasts per year, the WHOOP UCI Mountain Bike World Series; the PGA TOUR year-round in some markets; the FIM Endurance World Championship; The Ocean Race; the FIM Speedway GP and every major winter sports World Championship and World Cup event. Your New Role Warner Bros. Discovery Sports is seeking a Head of Site Operations – TNT Sports to coordinate and develop the Newcastle-based multi-functional operational team. This role is responsible for delivering TNT Sports Business financial and operational objectives through effective leadership, strategic planning and customer-focused service delivery, while overseeing the end-to-end commercial customer experience. If you are motivated by operational excellence, commercial performance, customer experience and developing high-performing teams, we encourage you to apply. Your Role Accountabilities Deliver business objectives, financial targets and revenue performance across TNT Sports Business through effective oversight of the multi-functional operational site. Own the end-to-end customer experience across acquisition, retention, technical support, service, billing, debt recovery and complaints management, ensuring agreed performance standards are achieved. Coordinate, coach and develop operational leaders and managers, creating a high-performance, customer-centric culture focused on accountability, engagement and continuous improvement. Lead workforce planning, organisational change, transformation programmes and business improvement initiatives to support operational and strategic priorities. Use customer insight and performance data to improve service quality, sales outcomes, operational effectiveness and customer satisfaction. Drive operational efficiencies, cost reduction initiatives and effective utilisation of systems, processes and tools to achieve key performance indicators. Build strong partnerships with People & Culture, employee representatives and senior stakeholders, while representing the site within cross-functional projects and initiatives. Qualifications & Experience Extensive leadership experience within a customer service, sales or operational environment. Strong understanding of the UK commercial customer market and customer lifecycle management, combined with strong commercial awareness focused on revenue growth, retention and customer satisfaction. Proven ability to coordinate large operational teams, deliver business performance targets and drive operational transformation and large-scale change programmes. Exceptional people management, coaching and development skills, with the ability to motivate and engage teams and influence stakeholders at all levels. Demonstrated ability to use customer insights and performance data to improve business performance, alongside strong problem-solving, decision-making and workforce management knowledge. Hybrid Working - This role is advertised as a Hybrid work model, that combines remote and in-office work, following our current company policy and to be agreed with your Line Manager. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement where this is essential to business needs and upon reasonable notice to you. How We Get Things Done… This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview. Championing Inclusion at WBD Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law. If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.