Manager, Customer Care

Job Description

Responsibilities

Welcome to Peacock, the dynamic new streaming service from NBCUniversal. Here you'll find more than a job. You'll find a fast-paced, high-performance team of incredible colleagues that want to be at the epicenter of technology, sports, news, tv, movies and more. We work hard to connect people to what they love, each other and the world around them by creating shared experiences through culture-defining entertainment.

As a company, we embrace the power of difference. Our team is committed to creating an organization that champions diversity and inclusivity for all by curating content and a workforce that represents the world around us. We continue to challenge ourselves and the industry by being customer-centric, data-driven creatures of innovation. At Peacock, we are determined to forge the next frontier of streaming through creativity, teamwork, and talent.

We are seeking an experienced professional for the position of Manager, Customer Care, to oversee Nights and Weekends shifts for Peacock. Working with the Customer Care team in New York and across NBC Universal, and reporting to the Senior Director, Customer Care, this individual will collaborate cross-functionally with the broader NBC Universal team. The ideal candidate will have several years of experience in comparable positions leading Customer Service teams for similar organizations in the Direct to Consumer market.

Qualifications

Basic Qualifications:
• Minimum 5 years Customer Service Experience
• Minimum 3 years Management Experience
• Exemplary multi-tasking skills and time management skills
• Vendor Management Experience
• Experience with Customer Service CRMs (Salesforce, Zendesk or similar)
• Required to work shifts covering Evening and Weekend hours.
• Some Travel required
• History of handling escalated customer concerns via multiple contact methods

Desired Qualifications:
• Ability to thrive in a fast paced and changing environment
• A history of motivating both individuals and teams to achieve results
• Ability to work unconventional hours including holidays, nights, and weekends
• Ability to create strong relationships at multiple levels, internally and externally
• Exemplify and model Teamwork across all channels.
• Strong attention to detail
• Competitive and resourceful. Will roll up their sleeves and lead by example.
• Excellent people management skills, including the ability to influence a wide range of audiences
• Ability to plan both short and long term and determine resource needs
• BA/BS or equivalent work experience

Salary: $65,000 - $90,000 (bonus eligible)

​​​​​​​Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

Additional Information

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 in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, 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 in the US by calling 1-818-777-4107 and in the UK by calling +44 2036185726.

Jobcode: Reference SBJ-d54kv0-3-139-238-76-42 in your application.