Supervisor, Global Operations Support

Our Direct-to-Consumer (DTC) portfolio is a powerhouse collection of consumer-first brands, supported by media industry leaders, Comcast, NBCUniversal and Sky. When you join our team, you'll work across our dynamic portfolio including Peacock, NOW, Fandango, SkyShowtime, Showmax, and TV Everywhere, powering streaming across more than 70 countries globally. And the evolution doesn't stop there. With unequalled scale, our teams make the most out of every opportunity to collaborate and learn from one another. We're always looking for ways to innovate faster, accelerate our growth and consistently offer the very best in consumer experience. But most of all, we're backed by a culture of respect. We embrace authenticity and inspire people to thrive.

The Supervisor of Global Operations Support at NBC Universal (NBC), will be an integral team member for the quality of experience and service of international D2C platforms. At the core, this role will oversee the support of both internal and external 24/7 operations teams. This position will supervise the team responsible for identification, communication and escalation customer impacting incidents. This is a new position that will supervise monitoring and tracking SLAs from both internal and external teams. This role will also be a key member for measuring and controlling quality across the on-air environment by advising best practice training, technology, and workflows. This role is a unique opportunity to help grow a state-of-the-art, cutting edge, one-of-a-kind facility and team that will pioneer digital delivery and distribution for the industry.

Responsibilities:

• Reviewing the execution of operations team’s SLA
• Communicate with internal departments (business, editorial, security, product, etc) to answer questions and oversee dependencies.
• Understand and train team in operational processes including escalation, resolution, and reporting.
• Continuously monitoring both internal and vendor risk through evaluation of performance metrics.
• Ensure 24/7 escalation structure and on-call rotation for platform impacting incidents.
• Review dashboards and reporting for team metrics that will be distributed on a regular cadence.
• Analyze alerting and alarm thresholds to remove noise from operations while ensuring no impact to a user.

Qualifications/Requirements:

• Estimated 10-15% travel per year but subject to change for business needs.
• Minimum of 2 years’ experience with QOE and QOS monitoring for OTT platforms.
• Minimum of 1+ years of experience working with Conviva.
• 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.
• Must be willing submit to a background investigation
• Interested candidates must submit a resume/CV through nbcunicareers.com to be considered.
• Minimum of 1+ years’ experience leading a support team to effective issue resolution
• Minimum of 3-4 years’ experience in Digital Operations; leading a support team to effective issue resolution
• Minimum of 1+ years track record of effective vendor and offshore management.

Desired Characteristics:

• A track record of meeting or exceeding performance expectations
• Extensive experience, understanding and knowledge of digital product and distribution systems, standards, and processes
• Technical experience with digital video and audio, troubleshooting and test techniques
• Effectively flexible in approach, and responds well to pressure
• Strong attention to detail, communication, and interpersonal skills
• BA/BS in related field
• Prior experience with video encoding, delivery distribution workflows

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website.

Salary range: $90,000-110,000