Supervisor, Media Operations

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 Supervisor, Program Operations role will lead a team overseeing Peacock content fulfillment for both VOD and linear platforms. The ideal candidate will work collaboratively with the rest of the Program Operations team, Media Operations, Product and Engineering teams on executing fulfillment initiatives and workflow enhancements while developing strong partnerships with business partners across NBCUniversal. This position will aide in implementing short and long-term plans, pursue opportunities to further automate the Peacock supply chain and increase service reliability.

• Manage client engagement on behalf of Program Operations. Includes attending and participating in regular meetings, reviewing issues and working with internal teams to meet client needs and manage expectations.
• Manage and lead a team of operators. Responsible for engaging with and managing the employee experience; including hiring, training, performance management and career development.
• Be a strong and reliable partner to the client- respond to emails professionally and in a timely manner with clear information, foster good relationships and look out for the client's best interests.
• Must be able to clearly communicate both verbally and in email to both internals and clients.
• Responsible for working with multiple teams to roll out and be vocal in new workflows that will affect the entire team. Should also be collaborating with operators to ensure workflows meet needs.
• Responsible for maintaining tickets that come in and providing accurate root cause information. Will be active in regular defect reviews and responsible for evaluating metrics to look for opportunities of improvement.
• Partner with the operational analytics team to define and measure KPIs, helping to keep the team accountable to them.
• Expected to manage creation of SOPs and ensure team members are trained.
• Partnering with Manager, Media Operations to review the end-to-end workflow and look for opportunities to automate, streamline and optimize.
• Help lead and drive conversation during daily calls, ensuring all priority orders and issues are being responded to and fulfilled. Join outage calls as needed.
• Leading a small team of direct reports, the Supervisor must be able to manage employees- make time for 1:1s, be available for questions and supportive of their needs.
• Assist in preparing reports as needed by the department's leadership team.
• Partner closely with the Onboarding team to ensure there is awareness around new partner onboards.
• Is expected to be available off hours and on weekend as needed.
• Must have flexibility to respond to 24/7 operational demands.
• Expected to have a strong technical understanding of the in-house workflows to help troubleshoot issues.
• Understand that responsibilities may increase or change over time as the business requires.
• Support operational strategy and business initiatives by fostering a collaborative and inventive work culture.
• Effectively lead investigations required for content related issues. Work collaboratively to mitigate risk and implement control processes to decrease operational and on-air defects, objectively articulate root causes to senior leadership and clients
• Ensure 5 9s operational excellence through process standardization and improvements, and drive accountability through standard operating procedures and training matrices

Qualifications

• 3+ years of experience in a production, post-production or broadcast environment.
• 3+ years of experience in a job using computers and software applications including Outlook applications (Excel, Outlook, Teams)
• 2+ years in a role requiring effective communication with diverse audiences.
• Successfully able to manage a high volume of emails while maintaining timely responsiveness
• Ability to demonstrate a strong technical understanding of the VOD workflows.
• Proven ability to successfully communicate in the work environment including the ability to communicate and present in high pressure situations.
• Ability to work under pressure with great attention to detail. Strong analytical and problem-solving skills

Preferred Qualifications:

• Must be willing to work in Englewood Cliffs, New Jersey or Los Angeles, California in a hybrid capacity (in office 3x week and subject to business changes)
• Must have flexibility to respond to 24/7 operational demands.
• Must be willing to work weekends and holidays as needed with advance notice

Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $75,000 - $100,000 (bonus eligible)
Additional Information
As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision.
NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing [email protected].