Manager, Customer Care Technical Operations (R50028938)

OVERVIEW OF THE COMPANYFox Corporation Under the FOX banner, we produce and distribute content through some of the world's leading and most valued brands, including: FOX News Media, FOX Sports, FOX Entertainment, FOX Television Stations and Tubi Media Group. We empower a diverse range of creators to imagine and develop culturally significant content, while building an organization that thrives on creative ideas, operational expertise and strategic thinking. JOB DESCRIPTION

The FOX direct-to-consumer (DTC) platform is a new, forward-looking initiative within Tubi Media Group that brings FOX's unparalleled content portfolio-news, sports, and entertainment-directly to consumers via an innovative subscription streaming service.

Driven by a highly experienced leadership team with extensive backgrounds at the intersections of media, technology, streaming, and content-and built with the full support of Fox Corporation-this venture combines entrepreneurial energy with deep media expertise.

Our vision is to create a unified, modern viewing experience that puts the consumer first-seamlessly integrating live and on-demand content across platforms.

At the intersection of cutting-edge technology and trusted storytelling, this is an opportunity to shape the future of streaming at one of the most pivotal moments in media. We're assembling a world-class team to deliver on that vision-and we're just getting started.

ABOUT THE ROLE
In this role, you will lead the Customer Care Technical Operations function, working across internal and external teams to optimize and advance the systems that support our contact center and customer experiences. You bring data-driven decision making, organizational agility, and a collaborative spirit. You'll play a pivotal role in enhancing support platforms, integrating new technologies, and improving the operational ecosystem with a sharp focus on both innovation and reliability.

A SNAPSHOT OF YOUR RESPONSIBILITIES

• Serve as a thought leader, applying data and cross-functional insight to technical operations

• Lead oversight of system improvement initiatives and roadmap maintenance

• Liaise with Cyber Security teams to ensure system integrity and compliance

• Partner with internal development teams and third-party vendors to manage technical implementations

• Approve and test all system development changes; conduct ongoing QA testing for integrations, configurations, data flow, and reporting

• Manage operational support tools and business rules within the Contact Center environment

• Administer updates and configurations to agent-facing views and workflows

• Align operational goals with broader customer service and support strategies

• Document all processes and procedures with clarity and consistency

WHAT YOU WILL NEED

• Experience in systems administration, technical product development, or large-scale technical implementations

• Proven track record managing technical vendors and multiple project stakeholders

• Deep understanding of AI technologies, especially virtual agents

• Strong verbal and written communication skills

• Proficiency in Datadog, Atlassian suite, and Salesforce Service Cloud

• Ability to navigate ambiguous situations and bring clarity through structure and process

• Exceptional organizational skills and stakeholder management capabilities

• Flexible schedule with ability to support evolving needs

• Willingness to travel as needed

NICE TO HAVE, BUT NOT A DEALBREAKER

• Experience with Salesforce administration and enhancement

• Background in customer experience or support operations transformation

• Familiarity with enterprise-level contact center technology architecture

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Learn more about Fox Tech at https://tech.fox.com

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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

Pursuant to state and local pay disclosure requirements, the pay rate/range for this role, with final offer amount dependent on education, skills, experience, and location is $128,000.00-139,500.00 annually. This role is also eligible for an annual discretionary bonus, various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.

View more detail about FOX Benefits.