CX Associate Manager, NBC News Group

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

We're looking for a highly organized and detail-oriented CX Associate Manager to help oversee the day-to-day customer support and operations of our digital subscription. As the critical link between our customers and the internal teams, this person will need to be able to unravel complex customer issues, collaborate with company stakeholders to investigate issues and help implement solutions - all while managing our offshore CX team and supporting them in delivering excellent (i.e., fast, accurate, & empathetic) service to our customers.

The ideal candidate will be as comfortable working in the front lines of customer support as they are communicating urgent issues to executives. Reporting to the Director of Customer Experience, this person must be an analytical thinker who loves to dig into complicated issues with tenacity and clarity and gains satisfaction from solving customer issues - toward the ultimate goal of delivering excellent service.

Please note: Every new hire on our CX team will spend at least the first 3 months being a full-time customer support agent.

What you'll do:

• Lead day-to-day CX operations for digital subscriptions, with focus on investigating and escalating customer issues (especially bugs and outages), keeping team informed on progress and seeing issues through to final resolution.
• Analyze customer feedback and create a daily report for internal stakeholders that summarizes the main issues.
• Be able to "translate" complex customer issues - from customers and CX agents to tech/product teams and vice versa - so that all parties understand the problem, the solution, and/or what needs to be done.
• Connect the dots to identify deeper issues/trends that impact end users and be able to tell the story to internal stakeholders about their importance and business impact.
• Continuously write and update macros to ensure that the CX agents have the information they need to deliver high quality service.
• Monitor customer communication daily to look for trends and to ensure that agents are handling tickets correctly
• Own all communications related to billing or subscriptions issues, including writing and updating macros and FAQs, etc.
• Learn new tools and platforms and be able to come up with a clear and organized training plan and process for agents to follow.
• Look for ways to optimize CX team performance in two key metrics: speed and quality.
• Partner with other teams within NBC News Group to ensure that all Customer Care team members are kept up-to-date on product enhancements, deliverables, and competitive intelligence

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: $80,000-$105,000.

Qualifications

Requirements:

• At least 5 years of relevant experience, 1-2 years managing CX agents
• Organized, with excellent attention-to-details, and can-do attitude, very strong sense of ownership
• Keen for problem solving, responsibility and accountability, have high integrity
• Possess strong interpersonal and communication skills, both written and verbal
• Possess positive personality, with commitment to overcome challenges and navigate ambiguity
• Have the ability to analyze needs and develop good standards for best practices
• Must have unrestricted work authorization to work in the United States
• Hybrid, with at least three days a week split between 30 Rockefeller Plaza, New York, and Englewood Cliffs, NJ

Desired Skills:

• 1-2 years of experience working with subscriptions
• Experience in logistics operations
• Experience using Zendesk, Salesforce, and Zuora
• Startup experience

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.

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 AccessibilitySupport@nbcuni.com.