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Vice President, Customer NOC, Peacock

NBCUniversal, LLC, Stamford, Connecticut

Create the extraordinary.

Level: Manager (Supervisor)


The Vice President of Customer Network Operations Center (NOC) at NBCUniversal will be responsible for the quality of customer experience and service of all D2C platforms, including Peacock. At the core, this role will oversee the operational management of the customer experience. This position will be the operational leader between Customer Care, Product, and Tech Ops to ensure technology related issues are resolved from the customer’s perspective. The Vice President will manage the team responsible for identification, communication, escalation, and resolution of customer impacting escalations.

Responsibilities include, but are not limited to:
  • Lead the development of communication and reporting processes between Tech Ops, Customer Care, Product, and Senior Leadership
  • Own the prioritization of issues/bugs based on customer impact and ensure escalated customer issues are resolved
  • Partner with Product teams on customer impacting events to drive requirements that enhance the customer experience
  • Communicate RCA and bug resolution to appropriate Care/support teams to ensure customer communication is properly addressed
  • Develop and implement dashboards and reporting that will be distributed on a regular cadence
  • Responsible for the establishing and implementing CNOC team’s SLA
  • Operate horizontally in department and lead strong team of managers responsible for vertical workstreams (VOD, Linear, and Platform Performance)
  • Develop ongoing training programs for escalation, resolution, and reporting across the digital platform and device eco-system
  • Develop a support structure and on-call rotation for ongoing support team


• Minimum of 10 years’ experience in Customer Care or Digital Operations leading a support team to effective issue resolution
• Proven leader with a track record of effective staff management with a high energy level and strong team skills
• Strong experience in Product Support or Dev Ops

• Extensive experience in and understanding of D2C/OTT product and distribution systems, standards, and processes
• Proficient with Quality of Experience/Service tools (ie. Conviva, Witbe, Touchstream, etc.)
• Ability to successfully influence, build consensus, and communicate at all levels within and across business units in a heavily matrixed environment.
• Highly detail-oriented and organized with ability to multi-task in a fast-paced environment.
• Flexibility to quickly adapt to rapidly changing priorities and deadlines
• Willingness and ability to work or be on call at any time, sometimes on short notice in order to support a 24/7/365 operation
• Experience with scheduling and resource management
• A track record of meeting or exceeding performance expectations
• BA/BS in related field

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

About NBCUniversal, LLC

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

Visit NBCUniversal Careers.

NBCUniversal, LLC

Want to learn more about NBCUniversal, LLC? Visit NBCUniversal, LLC's website.