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Manager, Content Screening Technology and Operations
Operations & Technical Services
NBCUniversal is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. 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.
The Manager of Content Screening Technology and Operations is an integral member of the Cable Entertainment Technology team, which manages the technology strategy for NBCUniversal’s Cable Entertainment portfolio (comprising of USA, SYFY, Bravo, E!, among others). The technology portfolio consists of custom- and vendor-supported products that support various production, marketing, programming, and finance departments.
The experienced Manager reports to the Vice President of Cable Entertainment Technology and will be responsible for two functions: Product management and end user support.
The Manager will be accountable for the product strategy for five third-party SaaS products across three vendors while supporting over 15,000 B2B users across NBCUniversal and outside companies. These products support many NBCUniversal business units, including Cable Entertainment, NBC, International Studios, Universal Pictures, and TV Distribution through uses cases like pre-air content review, live studio streaming, sales, marketing, press, and beyond.
The Manager will manage two full-time employees who are responsible for providing technical support to the B2B user population and performing administrative functions across the five products. The Manager should be proficient in coaching and developing the team, communication, improving processes, and understanding the various workflows and use cases across the products.
Specific responsibilities include –
Managing the product strategy for multiple content screening products & platforms;
Writing functional user stories for enhancements and features while working with a third-party vendor to prioritize and implement;
Managing the platform and product roadmaps while prioritizing sometimes conflicting business needs;
Coaching and developing a team of two remote full-time Technical Leads who provide L1 end user support and administration;
Communicate and troubleshoot effectively with non-technical users both domestic and abroad, sometimes where English is not their primary language;
Managing end user ticketing system, Zendesk, to ensure the team is meeting or exceeding service level agreements (SLAs) to our end users;
Managing budget and working with NBCU Finance team to allocate money spent to various P&Ls, based on usage;
Controlling costs by proactively influencing best practices around encoding specifications and storage retention;
Perform rough editing of video content;
Ensuring NBCUniversal content is protected from ingest to streaming across all workflows and business units;
Leverage data, analytics, and conduct user interviews to improve workflows, processes, and tools to improve user satisfaction, product usability, and workflows;
Managing and improving user-focused Help Centers which host training and support documentation to users across various products;
Providing demos of features and functionalities to interested NBCUniversal business units and departments;
Ensuring our 5:30A-9:30P ET coverage hours are always covered, which will require the Manager to cover shifts for team members when they are taking paid time off or are unavailable;
Provide occasional off-hours support address outages, special events, and pressing system issues.
3+ years’ experience supporting a software product in a user-/client-facing role or 3+ years’ experience in Client Services or Production Support role;
2+ years’ experience in Project or Product Management;
Excellent communication (verbal and written), presentation, and analysis skills;
Self-starter that shows initiative and ability to work independently with little supervision;
Collaborative team player who is accustomed to working with and across groups.
Ability to manage through competing/conflicting requests and obtain consensus;
Ability to work in fast-paced, deadline-driven environment.
Experience in US Media & Entertainment industry;
Working knowledge of digital rights management (DRM), video codecs, web streaming, and forensic watermarking technologies;
ITIL Foundation Certification or demonstrated experience with ITIL service lifecycle framework;
Demonstrated requirements analysis and delivery (i.e. conducting user interviews, documenting requirements, confirming requirements, and implementing the solution).
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