Director, Guest Experience NBC Studios

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

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. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

ABOUT THE ROLE:

NBCUniversal has an opening for a Director of Guest Experience, NBC Studios as part of the RCO Team. This is an opportunity to partner with clients across NBCUniversal to showcase NBCU brands to the general public and provide an elevated experience to all guests coming to 30 Rockefeller Plaza. This position reports to the Vice President of Guest Experience and requires a full-time on-site schedule with some overtime hours as needed.

JOB PURPOSE:

The Director, Operations & Experiences will oversee the day-to-day execution of the Tour and the Shop at NBC Studios. This person will ensure all guests coming to NBCU has a consistent and memorable experience.  

ESSENTIAL FUNCTIONS:

• The Director will oversee all aspects of guest experience as it relates to the Tour and the Shop
• Effectively lead the Tour and Shop teams to sustain business success, optimal growth and operational excellence
• Develop and execute on strategies designed to elevate guest experience
• Oversee a team of approximately 4 staff employees and 10 contractors
• Responsible for the day-to-day management of the NBC Studio tour and Shop at NBC Studios
• Focus on elevated client services ensuring client satisfaction and prompt communication
• Ensure appropriate and timely investigation and response to guest scheduling & operations inquiries.
• Work with AV team to maintain and improve the audio-visual elements of The Tour and the Shop
• Oversee training of Page and shop employees  
• Work closely with NBCU Page program and align on priorities 
• Work with leadership across guest experience to execute on special events and VIP tours
• Accountable for partnering with the Sr. Director of Guest Experience, Partnerships and Development on the tour and shop P & L

Qualifications

BASIC QUALIFICATIONS:

• Minimum 7+ years working experience in retail operations or client facing operations
• Proven ability to be flexible and consistent in a fast-paced and ever-changing environment
• Demonstrated ability to effectively manage and train a team
• Ability to actively problem-solve and critically think
• Excellent interpersonal and communication skills
• Demonstrated attention to detail and able to perform tasks with minimal supervision and direction

ELIGIBILITY REQUIREMENTS:

• College degree required
• Must be proficient in Excel and PPT
• Must be extremely organized and driven by efficiency
• Must have exceptional time management skills
• Must have unrestricted work authorization to work in the United States
• Must be 18 years or older

DESIRED:

• Familiarity with retail and inventory management system
• Familiarity with ticketing platforms
• Familiarity with basic production operations

ADDITIONAL INFORMATION:

Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite.

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