Manager, Production Client Experience

Company Description

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, NBC Sports, Telemundo, NBC Local Stations, Bravo, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including Universal Pictures, DreamWorks Animation, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood. NBCUniversal is a subsidiary of Comcast Corporation. Visit www.nbcuniversal.com for more information.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Job Description

NBCUniversal is looking for a Manager, Production Client Experience, to join our Studio Services team in Universal City, California! In this role, you will be responsible for operational management and engaging clients for production shooting. You will be managing a small team of Production Client Experience Coordinators to coordinate a wide variety of tasks to support productions filming on the Universal Lot.

What You’ll Do:

• Responsible for leading a small staff of client experience specialists, while ensuring operational efficiency and day-to-day operational management.
• Identify staff training needs, initiate development of subordinates, and recommend effective personnel action.
• Act as primary liaison for productions shooting on the Universal Studios Lot overseeing initial inquiry & booking, client onboarding & contract support, holistic stage, backlot, & production facility coordination for the duration of onsite tenancy, final billing, and on-going communication to strengthen long-term relationships.
• Actively engage with clients to understand their needs and anticipate future requirements, identifying opportunities to enhance the client experience and encourage repeat business through exceptional service.
• Lead with a sales and business development mentality by proactively identifying opportunities to sell our integrated service offerings.
• Foster partnerships across other internal production, post and event divisions to provide concierge-style/end to end service to clients during their occupancy.
• Work closely with department heads involving matters of accounting, contractual issues, new deals & pricing, business plans, and facilities management.
• Contribute to financial reviews, compile labor estimates, maintain rate cards, verify billing accuracy, assist with budget planning, and ensure cost tracking.
• Create, update, distribute, and maintain Exhibit As and contractual documents.
• Construct and uphold department-wide SOPs, responsible for training employees on these processes and streamlining workflows as needed.
• Subject matter expert for Sphere, ScheduAll, and other NBCU systems.
• Collect and analyze operational data to identify trends, resource utilization, billing precision, and production support responsiveness for regular reporting on occupancy, revenue performance, and client satisfaction metrics.
• Work closely with senior leadership regarding operational support, participating in department meetings, generating reports, scouts, calls, and assignments.
• Assist with client outreach to capture relevant content from productions to support marketing/promotions/social media/website usage.
• Attend networking/client events to generate sales leads, foster existing and build new client relationships.
• Spearhead special projects and initiatives when required.
• Position involves on-site evenings and weekends as needed.

Qualifications

Let’s Talk About You…

• Communicates with ease – You have a way with words; written and verbal.
• Impeccable attention to detail – You bring customer requests to life by organizing the team’s daily work plans and scheduling commitments.
• Customer Service Champion – No request is too big or too small, you pu