VP, Guest Experience

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

The Rockefeller Center Operations (RCO) team is responsible for managing Studio Operations in 30 Rock, Facilities Operations in NBCUniversal’s NYC and Englewood Cliffs offices and the Guest Experience with respect to The Tour at NBC Studios, The Shop at NBC Studios and Show Audience Operations. 

We are creating a single Guest Experience team, to work closely together to ensure optimal experiences for our public and internal guests, coming to 30 Rock. Leading this team will be the VP, Rockefeller Center Operations Guest Experience. 

The VP will manage a team of approximately 10 staff and 8-10 contractors and will report directly to the EVP of Rockefeller Center Operations. 

What You’ll Do:  

• Ensure the experience of all guests coming to 30 Rock to visit NBCUniversal is consistent and memorable 
• Elevate the experience of guests attending shows, Tour guests, and guests in the Shop, by integrating the RCO staff and contractors dedicated to supporting these experiences 
• Collaborate with other Rockefeller Center Operations and Operations and Technology (O&T) teams to create the best possible experience for our guests, including working directly with: 
  • Production and Studio Operations 
  • Planning and Scheduling 
  • Facilities Operations 
  • Security 
• Collaborate with other NBCUniversal teams to ensure alignment with creative goals, and partnering where beneficial, including but not limited to: 
  • 30 Rock-based productions 
  • Destinations and Experiences 
  • Peacock 
  • TV & Streaming 
• Attract, develop and lead a highly engaged team of staff and contractors who are well-versed in tenets of client service 
• Establish a client-centric approach in which guest issues are adequately addressed and resolved in a timely and professional manner 
• Build and maintain a strong relationship with NBC Page Program leadership, to ensure Page staffing needs and training are coordinated across all aspects of the Guest Experience team 
• Own training of NBC Pages to support all aspects of Guest Experience 
• Own training and development of ambassador contractors in Shop, for effective alignment of Guest Experience in the space 
• Manage and own Guest Experience P&Ls, partnering with and interfacing regularly with Finance leadership 
• Coordinate with the Corporate Creative team and RCO team members to make certain that content and media in all managed space is up to date 
• Oversee Audience Operations for 30 Rock-based shows, including but not limited to The Tonight Show Starring Jimmy Fallon, Late Night With Seth Meyers, Saturday Night Live, The Kelly Clarkson Show and specials as they are scheduled 
• Injecting a client-forward orientation throughout the team 
• Collaborate with show producers, audience producers, 1iota and audience coordinators (where applicable) so that audiences are aligned with show priorities 
• Effectively lead the Tour and Shop teams to sustain business success, optimal growth and operational excellence  
• Understand all aspects of all tools used across all key Guest Experience teams, including but not limited to: 
  • ANC 
  • Kahut 
  • KWI 
  • Tour Show Control 
  • XOLA 
  • Qudini 
• Partner closely with Corporate Events, Hospitality, Studio Operations and Corporate Communications on 30 R