TITLE: Coordinator, Customer Experience
POSITION TYPE: Full Time, Exempt
COMPANY: Sharks Sports and Entertainment, LLC
LOCATION: San Jose, CA, Hybrid, remote
REPORTS TO: Director, CX Strategy
POSTING DATED: September 12, 2002
Born in 1991, Sharks Sports and Entertainment (“SSE”) has grown into a multi-faceted organization that includes the NHL’s San Jose Sharks, the AHL’s San Jose Barracuda, SAP Center, Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation. We are continually growing our organization through expansion in the Bay Area and surrounding communities in Northern California.
We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment.
We live, work, and innovate by a set of Pioneering Principles:
T – Team success is more important than individual success
E – Exceptional experience is non-negotiable in everything we do
A – Appreciate others for their diversity and opinions
M – More risk leads to more rewards and expands our comfort zones
T – Trust that all teammates have the best intentions
E – Empower all teammates to make informed decisions
A – Always say what you really mean and do what you say
L – Lead by showing the respect to others you expect from them
We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are #TealTogether; we are Team Teal.
The Customer Experience (CX) Coordinator supports the strategic design, implementation, and optimization of all Sharks Sports & Entertainment- (SSE) CX programs and initiatives to ensure a best-in-class experience for every customer. Additionally, the CX Coordinator seeks to understand and translate what the customers are saying such that we retain their business, expand their lifetime value, and create ambassadors for each of the SSE properties including the San Jose Sharks, San Jose Barracuda, SAP Center at San Jose, Tech CU Arena, and the Sharks Ice Family of Rinks.
Essential Duties and Responsibilities
Primary ownership of fulfilling internal CX project survey requests by designing and deploying of ad hoc internal and external surveys.
Create, review, and analyze all continuous and consistent survey reports, which includes but is not limited to San Jose Sharks Postgame Surveys, San Jose Barracuda Postgame Surveys, SAP Center Post-Event Surveys, Tech CU Arena Post-Event Surveys, Sharks Foundation Beneficiary Satisfaction Surveys, and SJ Sharkie Satisfaction Surveys.
In tandem with the Integrated Marketing, Guest Experience, and Community & Social Impact teams, continuously audit web, digital, and mobile experiences to ensure content is accurate, informative, and engaging.
In partnership with the Business Intelligence team, ensure that all relevant quantitative and qualitative customer data is both accurate and available for use in critical decision-making scenarios, e.g., Sharks365 membership renewals, ticket product launches, special events, etc.
Assist in the reimagination of organizationally prioritized external experiences to effect necessary change and amplify joy for all customers.
Coordinate logistics for larger organizational research endeavors, including in-depth brand studies, focus groups, observational studies, 1:1 customer interviews, etc.
Other duties/responsibilities as assigned.
Bachelor’s degree or equivalent professional and/or educational experience
1-2 years of experience in a customer experience and/or customer-facing role
A customer-centric mindset coupled with a passion for delivering exceptional experiences
Ability to conduct quantitative and qualitative research including survey methodology, customer journey mapping, service blueprinting, and focus groups
An ability to distill research findings into impactful stories with actionable stakeholder recommendations
Exceptional communication and problem-solving skills
Strong organizational skills and an ability to manage time effectively, work independently, a time management skills and attention to detail required.
Alignment with our Pioneering Principles (below) and in particular:
A strong collaborator with a team-first mentality who can build strong interpersonal relationships.
Willing and able to think beyond the status quo and take risks.
A believer in creating exceptional experiences, both internal and external
Someone that appreciates diversity of thought and seeks different perspectives to solve problems.
Respect for processes and trust in teammates to accomplish shared objectives.
Ability to sit, stand and utilize a computer for extended periods of time.
Communicate via phone and email with a variety of individuals.
Ability to bend at the waist, reach overhead and lift up to 15 lbs.
Physically navigate stairs and catwalks at SSE facilities during normal work hours and events.
Ability to work occasional extended hours including nights, weekends, holidays (all with advance notice).
To excel in this position, qualified candidates must also be able to:
Work cross-functionally and collaboratively across the entire Sharks Sports & Entertainment ecosystem
Proactively identify areas of improvement to external customer experiences and make recommendations on how to best achieve and/or implement those changes
Navigate Qualtrics XM and the full Microsoft Office Suite
At this time, all SSE employees must be fully vaccinated against COVID-19 prior to working onsite at any SSE facility, unless the individual is able to telework or is otherwise eligible for an exemption in accordance with applicable law. If on-site services are to be performed, SSE will require you to certify your vaccination status as part of the onboarding process.
What We Offer
A robust package of healthcare benefits; 401(k) retirement
Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking
The opportunity to work with a variety of passionate individuals, committed to innovating exceptional sports and entertainment opportunities in our hometown
An inclusive culture which values diversity of background and a passion to improve our SSE’s commitment to change with impact on our community and industry
Potential for flexible scheduling and telework opportunities
This position is not eligible for U.S. work authorization sponsorship.
Our Commitment to Diversity, Inclusion & Belonging & EEO Statement
Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.
Sharks Sports and Entertainment is an equal opportunity employer. We make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans’ status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.
Notice to Recruiters and Agencies
SSE recruits candidates directly, rather than through third-party recruiters or agencies. Under no circumstances will SSE pay a fee for candidates submitted or presented without a signed recruiting agreement in place between SSE and the recruiter or agency prior to the submittal; any submittal must be for requisition specifically and individually assigned in writing by SSE’s HR department. In the case of candidate(s) submitted or presented to SSE by a recruiter or agency without a signed agreement and written assignment by SSE, SSE explicitly reserves the right to pursue and hire those candidate(s) with no financial obligation to the recruiter or agency.