Job Description
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.
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
NBCU’s Commerce Partnerships Team in the Ad Sales Division is an industry leader in creating engaging shopping experiences for viewers leveraging innovative technologies and first to market commerce strategies. We strive to create authentic connections between brands and our viewers to achieve maximum impact for brand’s discovery, consideration, and conversion. We work closely with our Sales teams to educate and consult on our full suite of Commerce Partnership opportunities.
As a Commerce Partnerships Operations Specialist - Customer Experience, you will be a key player of the Operations team. This position will oversee the day-to-day performance of a team of Customer Experience Agents, ensuring they are equipped to deliver exceptional service to consumers across all of NBCU’s shoppable programs. This role requires a strategic thinker with a hands-on approach to driving quality, efficiency, and continuous improvement across the customer journey.
Roles & Responsibilities:
Customer Experience:
- Lead and supervise a team of external Customer Experience Agents across email, chat, and phone channels.
- Set clear performance expectations, KPIs, and quality standards; conduct regular coaching and feedback sessions to support team development.
- Serve as the initiation escalation point for high-impact customer issues, directly responding to customer inquiries in a timely and professional manner.
- Resolve order-related issues (delays, returns, refunds, exchanges) while maintaining high customer satisfaction.
- Escalate complex issues to relevant internal teams (Operations, Product, Finance) and follow up for a timely resolution.
- Maintain a deep understanding of product offerings and policies to provide accurate information to agents, vendors, and consumers.
- Gather and relay customer feedback to improve service and product offerings.
Operations & Order Management:
- Monitor the full life cycle of order management, ensuring accuracy and timely fulfillment.
- Partner with third-party logistics providers and sellers to track shipments and resolve delivery issues.
- Help optimize operational workflows to improve efficiency and reduce errors.
- Support returns and refunds processing in compliance with company policies.
Data & Reporting:
- Maintain records of customer interactions and order issues in CRM/helpdesk systems (e.g., Salesforce).
- Own reporting on customer experience metrics, generating reports on response time, resolution rate, and CSAT.
- Analyze and identify trends in customer complaints to uncover insights and implement strategic process improvements.
Qualifications
- 2+ years relevant work experience
- Champion of a customer-first mindset, with the ability to identify friction points and opportunities to elevate customer experience.
- Has a passion for the future of advertising, especially where it intersects with content and commerce
- Basic Excel, Order Management Software, and Outlook proficiency required
- Strong organization skills, with an ability and willingness to work in a fast-paced environment
- Self-starter who is focused on execution, exceeding expectations, and building authentic relationships to consistently overachieve, no matter the task
- A positive attitude and passion for building businesses; entrepreneurial drive and a self-starter mindset
- Professional communication skills; ability to engage with teams and colleagues across teams and titles
Salary range: $65,000 - $80,000
Fully Remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee’s residence.
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 [email protected].
For LA County and City Residents Only: 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.
