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 theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. 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.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

Job Description

We're looking for an experienced Customer Experience Associate Manager to scale and optimize our multi-channel support operations and ensure we’re delivering world-class service to our digital subscription customers. The ideal candidate has at least 2+ years of experience successfully growing and coaching support teams in fast-paced, collaborative environments.

This role requires strong operational and communication skills, a deep understanding of customer support tools and platforms, and a passion for solving problems. The Associate Manager must be a tenacious and analytical thinker, eager to dive into complex issues and drive impactful improvements in support delivery and customer satisfaction.

This position reports to the Director of Customer Experience.

What You'll Do

Lead Day-to-Day Support Operations: Manage frontline operations across Chat, Phone, Messaging, and Email support. Monitor KPIs, quality assurance, and coach team members to improve performance and customer outcomes.Oversee Offshore Support Team: Manage daily execution of support by our offshore partners, including staffing, scheduling, and escalation handling. Conduct weekly calibration sessions and maintain alignment with business goals.Train Support Team: Create clear, effective training materials and lead training sessions for both new team members and existing agents needing refresher support.Prioritize and Manage Team Workflows: Collaborate with the CX Director to set clear priorities for the support team. Ensure the most urgent and impactful work is being addressed while helping the team balance daily tasks, project work, and time-sensitive issues.Drive Cross-Functional Alignment: Partner with Product, Marketing, Engineering, and other internal teams to stay up-to-date on digital product enhancements and roadmap changes. Ensure changes are accurately reflected in support documentation, scripts, and training materials.Translate and Advocate: Act as a liaison between Customers and technical/product teams. Clearly articulate customer pain points and advocate for the customer by “translating” complex issues and solutions into understandable, actionable insights.Identify and Solve Root Issues: Analyze support trends, uncover systemic issues, and “connect the dots” to identify areas of friction for customers. Present compelling narratives to internal stakeholders about why these issues matter and how to fix them.Maintain and Improve Support Content: Own the creation, maintenance, and optimization of internal and customer-facing knowledge base articles, macros, and FAQs to ensure CX agents have timely and accurate resources.Monitor and QA Communication Channels: Oversee real-time ticket/chat queues to ensure SLAs are met, tone and content of interactions are on-brand, and agents are resolving issues with clarity and empathy.Drive Process Improvements Through Data: Review ticket trends, chat transcripts, feedback forms, and behavioral data to surface actionable insights. Recommend updates to scripts, training, and workflows that improve customer satisfaction and team efficiency.Champion Tool Adoption and Training: Stay up to speed on CX platforms and tools. Design and lead structured training programs to onboard agents to new features/tools and ensure they’re confident and successful.Collaborate Across CX Ops: Partner closely with the CX Operations Manager to ensure aligned priorities, leverage shared tools, and coordinate on cross-functional initiatives.Note: All new CX team members are expected to work as full-time support agents for the first 3 months to develop deep empathy for our customers and frontline team.

Qualifications2+ years of experience training and managing customer support agents in a digital businessProven ability to help teams and individuals prioritize tasks in a dynamic environmentWillingness to experiment responsibly with AI tools, with a focus on cautious, ethical use of CX AI features to enhance the customer and agent experienceExperience designing and delivering training — both onboarding new agents and providing ongoing/refresher education for the existing teamExcellent written and verbal communication skillsStrong organizational and time-management skillsAnalytical mindset with attention to detail and a bias toward actionCurious and adaptable, with a willingness to explore and test new technologiesPassionate about solving customer problems and improving CX operationsHybrid work model with at least three days per week in Englewood Cliffs, NJ

Preferred Skills

Experience in a digital subscription or membership-based businessFamiliarity with Zendesk (or similar support platforms)Experience using Piano, Braintree, or similar billing/payment systemsPrevious experience managing offshore support teamsExperience working with virtual assistant/chatbot tools, including content design and conversational flow buildingExperience working in a startup or early-stage team environment

What we’ll offer:  

At CNBC Headquarters in Englewood Cliffs, NJ, you’ll have access to great perks and amenities:  

Sweat it out -- Free onsite fitness center with state-of-the-art equipment, plus daily group classes  Eat up -- Gourmet cafeteria with daily specials plus soup and salad bars  Extras -- Dry cleaning, shoe shining and sneak peeks   

Don’t have a car? No problem! We offer free shuttle transportation to and from multiple locations in Manhattan, Brooklyn, Hoboken and Jersey City  

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers ,website. 

Salary range: $75,000-$100,000

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 and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].

Although you'll be hired as an NBCU employee, your employment and the responsibilities associated with this job likely will transition to Versant in the future. By joining at this pivotal time, you'll be a part of this exciting company as it takes shape.