Sr. Director, Customer Service, Peacock, Direct-to-Consumer

Posted: 9/7/2019

Location: New York, New York
Function: Marketing & Communications
Specialty: Digital Marketing, Web Production
Level: Manager (Supervisor)
Duration: Full Time
Salary Description: competitive

NBCUniversal, the global media company that brought you some of the world’s most iconic television and film franchises, including: The Tonight Show, Saturday Night Live, Keeping Up With The Kardashians, The Real Housewives, Mr. Robot, The Voice, This Is Us, The Fast & The Furious, Jurassic Park, Minions, and more - is launching an all-new direct-to-consumer streaming service. It will seamlessly bring together the breadth and depth of NBCU’s broadcast and cable television series, movie titles, premier sporting events, and renowned news reporting... all in one destination… all in one app.

Introducing Peacock, NBCUniversal’s new streaming service that combines timeless shows and movies, exclusive originals, kids programming and current hits, with timely news, sports and pop culture. All together. All in one app.
In preparation for our launch in 2020, we are building a world-class team of smart, hungry and fearless professionals who are energized by the possibility of working at the epicenter of content, technology and culture. Join us if you would like to be a part of this exciting initiative.

The digital delivery of television can be complex and confusing to some end customers. This position is designed to help those customers quickly and successfully enjoy our products and services.


NBCUniversal is hiring a leader to create and run the Customer Service team for our new Direct to Consumer business. We are looking for an approachable, unshakeable, & highly competitive executive who is adept at swiftly handling change in a constantly evolving industry. They will be experienced with working across a variety of internal teams, as well as with third party vendors and call centers.

The successful candidate will work with various parts of the product, engineering and billing organizations to develop training programs and scripts that will enable third party call centers and online teams to successfully support customers' use of our products and experiences. They will constantly be identifying gaps in the program, be they method or content, that can be filled, constantly evolving our customer support to match the latest versions of our service. They will work with the product team to clarify points in the user journey so that support is not required, and look for easy digital care touch points customers can use for quick success.

They will use industry standard tools not just to deploy customer service, but also to measure the effectiveness and volume, supporting both call center interactions but digital interactions, FAQs, help bots, and social care. An important part of the system will be the test various versions to determine which performs best against our metrics and goals.

This team will also be tasked with gleaning useful learnings from customer interactions that can then be used to improve the service and products. This constant feedback loop will be optimized to create more value for our customers and create a delightful customer experience. They will develop systems to derive these learnings and feed them into the appropriate teams.

• At least seven years experience running a customer service program in a digital transaction and/or subscription business.
• Bachelor's degree in a related field, Master’s a plus.
• Experience creating learning programs and delivering them to customer service teams.
• Experience negotiating and dealing with call center vendors.
• Experience working in a quickly evolving environment where data is used to make decisions.
• Experience running social media based customer support.
• Experience with support based ticketing systems like Zendesk.
• History overseeing a customer support budget.
• Ability and experience to mine customer interactions for potential issues and improvements to the business.
• An understanding of the digital television business.
• Ability to work at 30 Rock, New York City

At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

We are one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news and information to a global audience.

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