Senior Customer Services Operations Manager

DAZN, a tech-first sports streaming platform, is revolutionizing how fans experience live sports. With over 20 million paying subscribers across more than 200 countries and territories, we stream an extensive range of sports, including, football, boxing, racing, and basketball. As well as reputed leagues such as, FIFA Club World Cup, NFL Game Pass, and the National League. In the first half of 2024 alone, DAZN broadcasted 30,000 unique live sporting events to over 1.4 billion ready-to connect devices in more than 200 markets. Our cutting-edge cloud-based architecture enables us to deliver seamless streaming experiences to millions of concurrent viewers across multiple platforms and devices.

As a Senior Customer Service Operations Manager, you will play a critical leadership role, overseeing multi-market operations within the Customer Service function. This role is responsible for driving operational excellence, aligning frontline strategy with business objectives, and ensuring consistency in customer experience across teams and geographies. Reporting to the Head of Customer Service Operations, you will work cross-functionally to scale processes, improve performance metrics, and lead strategic initiatives that enhance service delivery and team effectiveness.

Work Schedule: This is an office-based role, with the team working in 24/7 shifts in our Hyderabad office. The role involves rotational shifts (including night shifts) and week-offs.

Department

73-432 - Customer Services

Employment Type

Permanent - Full Time

Location

India - Hyderabad

Workplace type

Onsite

Key Responsibilities

1. Strategic Operations Oversight

• Lead operational execution across multiple assigned markets, and improve metrics
• Align day-to-day operations with broader business and customer experience goals.

2. People Leadership

• Lead the team to drive high performance and engagement
• Implement succession planning and workforce strategies while fostering a culture of inclusivity and operational excellence.

3. Process Optimization & Standardization

• Identify and implement scalable processes to enhance consistency and operational efficiency
• Collaborate with Quality, Training, and Workforce teams to streamline SOPs, tools, and lead root-cause analysis for continuous improvement.

4. Cross-Functional Collaboration

• Collaborate with internal teams to support service enablement and product launches.
• Influence organization-wide customer service strategy by providing actionable insights and feedback loops.

5. Escalation & Risk Management

• Act as a senior escalation point for major customer issues, market-level incidents and ensure contingency planning for high-volume periods or outages

6. Data-Driven Performance Management

• Leverage analytics and KPI tracking to evaluate operations and drive data-informed performance improvements.

7. Stakeholder Communication & Leadership Reporting

• Deliver regular updates and strategic insights to the Head of CS Operations and senior leadership and participate in global initiatives

8. Innovation & Business Value

• Champion continuous improvement and introduce new tools, processes, or ideas that create business value while supporting emerging tech integration in CS operations.

Skills, Knowledge & Expertise

• 12+ years of proven experience in working in a fast-paced customer service environment (Live chat/email) and 8+ years with strong people skills and team management
• Experience working under pressure with the flexibility to meet the requirements of a 24/7 365 day per year operations team and managing live incidents
• A minimum of Bachelors degree in any stream
• Proven track record of driving operational excellence, managing multi-market operations, and achieving measurable customer experience improvements.
• Excellent interpersonal and communication (C1 Business English) skills
• Strong leadership and people management skills
• Technically proficient and familiar with customer support tools/softwares (Zendesk, Jira,Zoura, Ayden)

About DAZN

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. 

As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. 

DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:  

Agility and creativity fuel growth and innovation, to Make It Happen. 

Prioritising what matters drives progress and positive outcomes, Focusing On Impact. 

Collective ambition builds optimism and success, in order to Win As One. 

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. 

If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.

We look forward to hearing from you.