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Project Employee, Customer Experience Operations

June 1, 2026

WORK OPTION: The NBA currently provides eligible employees the option of working remotely one day per week._________________This is a temporary position with an expected duration not to exceed (10) months. Position Summary: This position is responsible for the quality assurance of the NBA and WNBA digital products across multiple platforms with an emphasis on mobile applications, web, and connected devices. The Project Employee, Customer Experience Operations role will also work directly with the NBA and WNBA’s customer support operation to ensure the preparedness of the leagues' support agents.This Customer Experience Operations role will work alongside the 24/7 Digital Operations Center on night-to-night eyes on glass product monitoring, verification, and escalation processes. The role will focus on ensuring that product feedback and issues identified by NBA and WNBA fans on a daily basis are investigated and escalated in real time by communicating directly with the global, 24/7 customer support operation. Through product bug verification and incident management tracking processes, this role will ultimately contribute to dictating priority bug fixes and communication to NBA and WNBA fans.Major Responsibilities:<ul><li>Watch and monitor live NBA and WNBA games across the suite of digital products</li><li>Quality control of the NBA and WNBA’s digital products across all supported platforms</li><li>Document and escalate product and business issues to be addressed by NBA and WNBA stakeholders</li><li>End-to-end product QA bug scrub processes in partnership with the NBA and WNBA Product and Engineering teams</li><li>Create reports around customer support insights, key initiatives, and product performance</li><li>Interface with support agents and team leads in real time to address feedback and issues identified by fans</li><li>Monitor fan inquiries in Zendesk and sentiment on message boards and social media to report on and address feedback relating to our digital products</li><li>Data-driven research projects on digital products to support opportunities for innovation</li><li>Evaluation of non-NBA digital offerings from across the sports and streaming landscape</li><li>Flexible working hours to support evening and weekend customer-aligned activities</li></ul>Required Skills / Knowledge:<ul><li>Strong research and analytical skills</li><li>Good multi-tasking and project management skills</li><li>Ability to work in high-pressure environments</li><li>Excellent communication and interpersonal skills</li><li>Willingness to learn and master multiple digital products</li><li>Passion for delivering world-class online, mobile, and application experiences for sports fans</li><li>Comfortable proposing new ideas among various internal stakeholders and business units, and collaborating with design, technical, programming, marketing, and sales teams</li><li>Experience creating reports and presentations via PowerPoint</li><li>Experience with Zendesk or other customer support tools</li><li>Familiarity with the digital analytics; how to evaluate product performance, and visualization tools is a plus (e.g. Adobe, Tableau)</li><li>Knowledge of and passion for basketball</li><li>Knowledge of the current digital sports and technology landscape</li><li>Familiarity with various premium sports packages inside and outside the NBA</li><li>Familiarity with all platforms, including web, mobile web, iOS, Android, game consoles and connected TVs</li></ul>Salary Range:$32/HourlyJob Posting Title:ProjectEmployees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical; short-term disability; mental health coaching/therapy; and sick time.Eligibility Note: Not all positions are eligible for these benefits; eligibility may vary by role.We Consider Applicants For All Positions On The Basis Of Merit, Qualifications And Business Needs, And Without Regard To Race, Color, National Origin, Religion, Sex, Gender Identity, Age, Disability, Alienage Or Citizenship Status, Ancestry, Marital Status, Creed, Genetic Predisposition Or Carrier Status, Sexual Orientation, Veteran Status, Familial Status, Status As A Victim Of Domestic Violence Or Any Other Status Or Characteristic Protected By Applicable Federal, State, Or Local Law.The NBA is committed to providing a safe and healthy workplace. To safeguard our employees and their families, our visitors, and the broader community from COVID-19, and in consideration of recommendations from health authorities and the NBA’s own advisors, any individual working onsite in our New York and New Jersey offices must be fully vaccinated against COVID-19. The NBA will discuss accommodations for individuals who cannot be vaccinated due to a medical reason or sincerely held religious belief, practice, or observance.About the NBAThe National Basketball Association (NBA) is a global sports and media organization with the mission to inspire and connect people everywhere through the power of basketball. Built around five professional sports leagues: the NBA, WNBA, NBA G League, NBA 2K League and Basketball Africa League, the NBA has established a major international presence with games and programming available in 214 countries and territories in 60 languages, and merchandise for sale in more than 200 countries and territories on all seven continents. NBA rosters at the start of the 2024-25 season featured a record-tying 125 international players from a record-tying 43 countries. NBA Digital’s assets include NBA TV, NBA.com, the NBA App and NBA League Pass. The NBA has created one of the largest social media communities in the world, with more than 2.3 billion likes and followers globally across all leagues, team and player platforms. NBA Cares, the NBA’s global social responsibility platform, partners with renowned community-based organizations around the world to address important social issues in the areas of education, inclusion, youth and family development, and health and wellness.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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