Director, Billing Success

Company Description

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.

Job Description

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.

This role reports to the VP, Commerce Operations.

Primary Focus

Lead a team of payment analysts and managers focused on billing/payments success, involuntary churn and fraud.  

Key Responsibilities

• Mentor and lead a growing team of payments/fraud analysts and managers through ambiguous circumstances and fast paced deliverables — providing strategic direction, thought leadership, and idea inspiration
• Monitor payments industry trends, conduct competitive analysis, and identify opportunities for payment success and fraud optimization
• Manage third-party payment processor relationships for commercial needs, performance tracking, and to identify areas for development and optimization
• Partner with Legal to lead negotiations for payment related vendor contracts — both new and renewals
• Maintain a deep understanding of our customers throughout their payment lifecycle to optimize churn metrics and reduce transaction failures
• Partner with Commerce Product, Finance and Tech teams to align objectives to meet business needs and contribute to GSP roadmap
• Remain current with governmental and industry regulations and standards that affect payments and payment methods
• Improve operational flows across the payments ecosystem
• Create a culture of support, honesty and transparency

Qualifications

Essential Skills & Attributes

• Strong data analysis skills and ability to effectively synthesize data analysis and insights into an understandable narrative
• Ability to navigate complexity, thrive in ambiguity and remain adaptable
• Excellent listening, collaboration and facilitation skills with an ability to develop and maintain solid, enduring relationships
• Ability to inspire and coach teams
• Clear, succinct communication and comprehensive documentation skills
• Ability to work cross-functionally with both internal and external stakeholders at all levels
• Ability to prioritize multiple business requests
• Self-motivated, resourceful, detail-oriented and well-organized
• Ability to problem-solve and think orthogonally

Desirable Skills & Attributes: 

• Familiarity with BI technologies (Including Tableau, Microsoft Power BI, etc.) a plus

Essential Knowledge & Experience: 

• Minimum 5-7 years relevant experience in payments, banking, transactions or related field
• Minimum 2 years of team management experience required
• Experience with payment processors, monitoring tools and reporting

Desirable Knowledge & Experience:

• Experience with OTT streaming or other digital subscription products a plus
• Localized understanding of fraud risks and payment success trends and regulations within African, UK and EU territories a plus
• Experience with global payments and international credit card schemes a plus
• Experience working with a product deve