Trading QA Manager

Come be a part of a global organization during a period of significant growth and transformation. Join our new Trading Operations team and ensure that all Sportradar's Betting clients have an excellent experience. The main responsibility for the Trading QA Manager will be to act as the primary point of contact from the Trading Services Unit to a team of regional operational account managers. The successful candidate will address issues internally and coordinate responses and feedback to provide solutions to customer queries. The ideal candidate will enjoy being the internal advocate for our customers to develop long term value. Aspiring candidates will need to have exceptional communication skills and the experience to work cross functionally with multiple departments across the company.

Responsibilities

Act as the primary point of contact from the Trading Services Unit to a team of regional operational account managers; Address issues internally and coordinate responses and feedback to provide solutions to customer queries; Build and maintain relationships with internal operational teams and ensure that our customers are satisfied with our products and services; Monitor processes to ensure achievement of service levels and early identification of any structural issues; Other duties as assigned by the Head of Trading Operations to continuously improve our Operational Performance; Champion opportunities to consistently improve the Sportradar experience from a trading perspective; Develop and manage a compelling, monthly KPI driven Trading QA report for the region including trends, recurring issues, pain points, insights based on customer feedback and recommendations tailored to the needs of the different stakeholder groups

Requirements

3+ years of relevant work experience in a customer experience position; Must be flexible to work outside of the usual office hours; Demonstrated experience in building and maintaining customer/client relationships; Superior verbal and written presentation and communication skills; Excellent problem-solving skills - able to proactively identify and analyze problems and find appropriate solutions; Collaborative team player, ability to work well with others and have the confidence and integrity to earn internal team's confidence quickly; Creative & inquisitive thinker, keen to further refine systems and processes; Fluent in English (both written and spoken); Flexibility to adapt to changing priorities as well as product environments, and ability to meet strict deadlines; Proficient in MS Office suite i.e. Word, Excel, PowerPoint and Outlook

Nice to have

Ideally in a B2B company; A secondary language is advantageous