Supervisor, Global Operations Support

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.

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:

• Continuously monitoring both internal and vendor risk through evaluation of performance metrics.
• Communicate with internal departments (business, editorial, security, product, etc) to answer questions and oversee dependencies.
• 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.
• Reviewing the execution of operations team’s SLA
• Ensure 24/7 escalation structure and on-call rotation for platform impacting incidents.
• Understand and train team in operational processes including escalation, resolution, and reporting.

Qualifications

Qualifications/Requirements:

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

Desired Characteristics:

• BA/BS in related field
• 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
• Prior experience with video encoding, delivery distribution workflows
• Strong attention to detail, communication, and interpersonal skills
• Effectively flexible in approach, and responds well to pressure
• A track record of meeting or exceeding performance expectations

This position is eligible for company sponsor