Assistant Manager, Retail & Tour

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

NBCUniversal has an opening for Assistant Manager of Experience NBC Studios HQ as part of Rockefeller Center Client Service & Partnerships team within the Operations and Technology division of NBCU. This is an opportunity to join a small and dynamic team that delivers one-of-a-kind product and experiences to guests at NBC’s home in 30 Rockefeller Plaza. The position reports to the Manager of The Shop at NBC Studios and requires a full-time on-site schedule with some overtime hours as needed.

JOB PURPOSE:

The Assistant Manager acts as the on-the-ground oversight for the day-to-day operations of The Shop at NBC Studios based in 30 Rockefeller Center. This role focuses on ambassador staff training and management, stock room receiving and floor distribution, and customer service. This role is responsible for achieving an efficient and stable retail operation while ensuring optimal service to NBCU fans, clients, and partners.

ESSENTIAL FUNCTIONS:

• Serve as principal customer service representative to Shop customers
• Supervise and train all ambassadors to facilitate audience/standby, event, and tour guest flow, including Tour check in
• Supervise and train all ambassadors to perform sales functions in KWI for retail merchandise
• Conduct all ambassador staff planning & scheduling based on tour, audience & events schedules
• Review ambassador staff performance and offer constructive feedback
• Under guidance of Manager, lead inventory fulfillment (counts, receiving, transferring)
• Advocate for ambassador team needs and considerations
• Work in partnership with NBCU internal teams for ongoing facilities, cleaning, and security needs
• Work in partnership with NBCU internal audience services team on shared objectives
• Implement organizational strategies for shared resources amongst ambassador team
• Collect customer feedback and regularly report findings to Client Service team
• Lend operational support to special events hosted in The Shop at NBC Studios
• Own continuous retail operations and contingency planning

Qualifications

BASIC QUALIFICATIONS:

• 3+ years working experience in a similar capacity
• 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 computer savvy and general knowledge of ERP-type software platforms
• Demonstrated attention to detail and able to perform tasks with minimal supervision and direction
• Experience reporting and owning performance metrics for department and team

ELIGIBILITY REQUIREMENTS:

• High school diploma/GED 
• Must be proficient in Excel and Microsoft Office
• 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 QUALIFICATIONS:

• Bachelor’s degree
• Experience with KWI retail & inventory management software
• Experience with ticketing platforms
• Experience with retail and accounting systems

Salary Range: $70,000 - $90,000