Product Success Supervisor

Job Description

Responsibilities
The Product Success Supervisor is responsible for delivering best in class end-user support to create the best possible consumer experience for UniversalPlus users.​ This individual will oversee Customer Experience associates, and will support the Product Owner to ensure the success of our digital products with a special focus on user and viewing experience. The ideal candidate will support the Product team by collaborating on a day-to-day basis with other team members and will liaise with other areas to make sure the digital value proposition is realized. This position is based in Miami and will report to the Product Owner.

Job Duties
• Works cross-functionally to ensure the delivery of the best product experience for the end user.
• Leads UI/UX/CX pods for gathering feedback and recommendations for future product iterations.
• Builds documentation and presentations as needed for end-users and other stakeholders (e.g. user scenarios, FAQs, tutorials, training guides, onboarding manuals, etc.).
• Develop internal resources and communications as needed to support internal beta testing and source feedback (e.g. Microsoft/ Google Forms, Tester Hub Sharepoint site, email blasts, QR codes, etc.).
• Provide friendly, authentic, and efficient customer support daily via support and app developer portals, responding to all app store reviews and emails in a timely manner.
• Document user feedback and pain points to communicate customer concerns internally and influence our product roadmap.
• Collaborate with relevant internal and/ or external teams to resolve cases and improve the customer experience.
• Craft weekly reports that show a snapshot of customer support including but not limited to volume and type of inquiries and reviews received, user sentiment, peak activity, etc.
• Oversees the Customer Experience (CX) Associates, providing them with guidance or support as needed to ensure timely and effective customer support.
• Designs internal sprints and experiments in collaboration with CX Associate and other teams in order to optimize the end-user's support experience.
• Tracks and analyze traffic/consumption trends through internal analytics.
• Builds documentation and presentations as needed for internal/ external stakeholders and end-users (e.g. status/ progress reports, user flows, user scenarios, FAQs, tutorials, training guides, onboarding manuals, and more).
• Spearhead app store management and optimization, performance reports, internal demos, and customer support for Universal+.
• Identifies and reports end-user bugs to QA/QC team for escalation.
• Collaborates with technical teams during development sprints to test and address implementation issues as they arise.
• Identify opportunities to improve current processes, tools, reporting, and documentation.
• Supports internal NBCU products (e.g., NBCUExperience, NUBIS) and key internal initiatives as needed.

Qualifications/Requirements
Basic Qualifications
• Bachelor's degree in Marketing, Digital, or related field.
• Knowledge and experience in tech & customer service (ideally working with apps).
• Strong interpersonal skills – you easily connect with others and understand their specific needs.
• Excellent verbal and written communication skills in English and Spanish.
• A passion for digital products and improving the customer experience.
• Highly organized and detail oriented – you are the face of our digital products to our users!
• 2+ years' experience Media, Entertainment or Advertising industries – preferred.
• High level of proficiency in Microsoft Word, Excel and PowerPoint applications.
• Spanish / English Language fluency (written and spoken).

Additional Job Requirements
• Willingness to travel, work overtime, and on weekends.
• Must be 18 years or older
• Must have unrestricted work authorization to work in the United States
• Must be covered by Solutions, NBCU's Alternative Dispute Resolution Program
• Must submit an attestation disclosing your COVID_19 vaccination status and, if partially or fully vaccinated, submitting your vaccination record no later than 7 days following commencement of employment.
• Must be fully vaccinated against COVID-19 at the commencement of employment or must undergo regular COVD-19 testing if Company determines your job position requires accessing an NBCUniversal worksite.
• Must be willing to adhere to all Company COVID-19 workplace safety policies and protocols.

Desired Characteristics

Desired Qualifications
• Passion for digital products and how people use them
• Strong interpersonal skills
• High attention to detail
• Ability to work independently, and take initiative
• Critical thinking and logical reasoning skills are key as well as data driven decision making
• Excellent organization and time management skills are required
• Ability to multitask in a fast-paced work environment & prioritize work
• Excellent team player

Jobcode: Reference SBJ-d58v27-3-139-82-23-42 in your application.