Member Care Manager

Posted: 10/25/2019

Location: Orlando, Florida
Function: Sales & Business Development
Specialty: Business Development, Sales
Level: Manager (Supervisor)
Duration: Full Time
Salary Description: competitive

Our Golfer Care team is the face of our company to golfers all over the world. As Manager of Golfer Care, you will coordinate a team of energetic, service minded specialists to deliver extraordinary Care on every contact. From the corporate team looking to book an outing next month, to the less technologically savvy golfer trying to book a single for this afternoon, Member Care will create raving fans of all. The Manager inspires their team to provide elite service rarely found in the golfing industry. It is Care delivered by golfers for golfers.

Job Duties
  • Lead the Member Care Scheduling & Forecasting team to determine, through data analysis, the most efficient work shifts capable of delivering exceptional service
  • Manage and Inspire Golfer Care Supervisors to maintain a high energy, engaging, servant culture, complete with specialist recognition programs

  • Encourage Member Care Supervisors to drive their leadership and coaching sessions, delivering our “why” to our Specialists
  • Create clear and concise expectations, maintain transparent scoreboards, encourage and coach performance regularly, deliver accountability with honest feedback
  • Maintain efficient daily workflow processes through the use of operational metrics to gauge performance and ensure timely service
  • Utilize industry expertise and business knowledge to initiate product development, addressing Member needs and improving Care efficiencies
  • Provide data sources to our quality program to certify a high level of accuracy and Member Care are consistently being delivered, utilizing NPS as the primary driving metric
  • Represents Member Care throughout the organization, communicating impacts and results and employing teamwork to ensure company initiatives are successful.
  • Serves as executive contact for escalated data concerns
  • Over deliver for our golfers by creating WOW moments!

  • Basic Qualifications
  • Bachelor’s degree in a related field or comparable experience within an e-commerce-driven organization
  • 5+ years of experience centered around management, leadership and general business analytics

    Additional Job Requirements
  • Interested candidate must submit a resume/CV through to be considered
  • Must be willing to work in Orlando, Florida
  • Willingness to work overtime, and on weekends with short notice

    Desired Qualifications

  • Knowledge of golf and tee times distribution preferred, previous experience with golf marketing and technology products strongly desired
  • High energy and engaging personality with the ability to convey patience, leadership and calm in stressful situations
  • Tech and golf savvy, ability to communicate enthusiastically with industry specific terminology
  • Knowledge of golf and tee times distribution preferred, previous experience with golf marketing and technology products strongly desired
  • Exceptional communication skills with PowerPoint and Excel proficiency; familiarity with strongly desired
  • Strong leadership and people management with proven track record of developing and promoting staff
  • Well organized with great attention to detail

    At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

    GolfNow, a division of Golf Channel is the internet’s largest online tee time reservation service, trusted by more than 1.5 million golfers. Using leading-edge technology, GolfNow provides more ways for golfers to stay connected to their favorite golf courses and tee times through the web, e-mail and mobile applications. As a partner to golf courses, GolfNow provides turnkey solutions to their operations ( with the main areas of focus on:
    • Online marketing and distribution of tee times
    • Web hosting, development and customer management solutions
    • Revenue optimization, database expansion and other course products

    NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

  • We are one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news and information to a global audience.

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