Company Description
NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.
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. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal's commitment and how we are making an impact.
Job Description
INTRODUCTION:
At NBCUniversal, we believe in the talent of our people. It's our passion and commitment to excellence that drives NBCU's vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It's what makes us uniquely NBCU. Here you can create the extraordinary. Join us.
ABOUT THE ROLE:
The Workplace Operations department exists to ensure our colleagues and clients have a reliable and seamless technology experience where we leverage remote tools and hands-on technical knowledge while answering the expressed and unexpressed support needs of the entire NBCUniversal ecosystem.
In this environment, we communicate with our stakeholders, collaborate with our team members and own every aspect of resolution from start to finish. We are looking for a detail-oriented, technically savvy, problem-solver with superior customer service skills and leadership qualities to join our IT organization and help us build and manage productivity tools, drive data analytics, ensure we have well defined, communicated trained processes and appropriate monitors for ticket quality control.
Core Responsibilities:

• Manage a team of BI experts to develop data visualizations, dashboards and reports using Tableau and/or Power BI and/or Web Solutions for management reporting
• Monitor, report, and analyze Team Performance (Qualitative, and Volumetric) to drive improvement in KPIs
• Simplify and standardize the division's reporting footprint by partnering with the Process Management team to standardize and centralize ticket information capture
• Develop, manage and coach client service analysts to deliver an improved customer experience by implementing data visualization tactics, workflow augmentation tools, and data thought leadership
• Manage the full portfolio of Workplace Operations applications to ensure they are effectively stewarded through their lifecycle
• Develop and deploy an Agile engagement and development process for custom developed applications
• Provide effective vendor management to ensure 3 rd party applications continue to meet the needs of the Workplace Operations team
• Manage the requirement gathering, solutioning and selection process for new capabilities required by Workplace Operations
• Develop stakeholder needs into comprehensive and actively managed project plans
• Manage the Knowledge management process to ensure the team has an up-to-date repository of KB articles and SOP's
• Develop a training and certification process to ensure all Workplace Operations team members have process to receive appropriate training and certifications for their roles
• the Quality Operations team to measure and ensure ticket quality
• Develop a customer satisfaction measurement and follow-up process

Qualifications
REQUIREMENTS:• BA/BS in Computer Science, Information Systems or relevant experience• Minimum 7+ years of experience working in a technical environment• Experience in a Leadership Role• Extensive experience in Application/Product lifecycle management• Vendor management experience• Experience with Agile development frameworks• Strong background in Data Analytics• Experience with Knowledge Management products and processes• Strong understanding of Ticketing Systems such as Service Now• Experience in building and maintaining Workflow Tools and Technologies• Strong familiarity with Process Automation and Data Visualization• 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 adhere to enhanced protocols in select work settings or where jurisdictionally mandated.• Must be willing to adhere to all Company COVID-19 workplace safety policies and protocols.
Desired Characteristics
PREFERRED QUALIFICATIONS:• Strong Organizational and Leadership Skills• Experience and Certifications within the Agile Framework (Scrum Master, Product Owner, Licensed Agile Coach, etc.)• Project Management experience on a global scale for Technical Operations centered businesses• Experience in working with a global team for a global facing organization across several platforms• Ability to work independently and as part of a team and to set priorities and work concurrently on multiple tasks and projects
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.