Manager, Service Excellence - Global Video Engineering

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.

Our Media Group portfolio is a powerhouse collection of consumer-first brands, supported by media industry leaders, Comcast, NBCUniversal and Sky. When you join our team, you’ll work across our dynamic portfolio including Peacock, NOW, Fandango, SkyShowtime, Showmax, and TV Everywhere, powering streaming across more than 70 countries globally. And the evolution doesn’t stop there. With unequalled scale, our teams make the most out of every opportunity to collaborate and learn from one another. We’re always looking for ways to innovate faster, accelerate our growth and consistently offer the very best in consumer experience. But most of all, we’re backed by a culture of respect. We embrace authenticity and inspire people to thrive.

Meet Peacock, NBCUniversal’s new, wildly entertaining streaming service that combines timeless shows and movies with timely news, sports, and pop-culture.​

We’re growing our team of smart, hungry, and upbeat doers who crave the chance to build something new at the epicenter of content, tech, and culture.

Service Excellence Manager, Global Video Engineering

The Global Video Engineering team is responsible for video streaming and delivering content to our customers and is a key part of Peacock’s technology, success, and future. The Manager role will ensure our customers get the best quality of service. You will work with our delivery teams to plan and execute a continuous release schedule, where we deliver new features to our customers on an ongoing basis across multiple platforms, including mobile devices, smart TVs and game consoles.

Additionally, you will measure the impact of those deployments on the customer experience and feed that information back to the development teams to continuously improve our applications.

You will join an experienced team and you will develop your soft and technical skills by taking part in all related activities and with training. Your contributions will also be part of the solution design and implementation.
 

Key Responsibilities

• Work with the Developers, QA and Change Management teams to plan the deployment of our products
• Collaborate with the client application team to ensure the correct SDK versions are being integrated
• Work with our operations team to understand upcoming high profile content and events on the platform, and adjust release plans accordingly
• Work with Data Engineering, Incident Management and Reliability Engineering teams to identify problem areas and feed information back to the development teams for continuous service improvement
• Collaborate with PMO and release management teams to ensure consistent and accurate definition of acceptance criteria, testing plans, level of effort estimates, and timelines.
• Contribute to the continuous improvement and automation of the release management processes
• Plan and execute A/B experiments using Optimizely in collaboration with Engineering and Data teams to validate new features and optimize user experience; ensure experiments are properly scoped, implemented, and analyzed for data-driven decision making.
• Manage and coordinate remote config deployments, ensuring safe rollout of features like 4K enablement across supported devices and platforms.
• Ability to lead or facilitate go/no-go decisions and post-release retrospectives.
• Support production incident triage and routing by connecting the right teams, and maintain up-to-date incident routing documentation to ensure efficient response.

• Good communication and people skills, in technical and non-technical contexts
• Knowledge of Change Management, Problem/Incident Management processes and tools
• Knowledge on CI tools and CD pipelines (Jenkins preferred)
• Good automation skills in any high-level programming language (Python preferred)
• Highly motivated and willing to learn new technologies
• Ability to read dashboards and coordinate with Data teams for KPI monitoring (e.g., crash rate, stream failure, customer impact post-release).
• Bachelor’s degree in computer science or related field or equivalent experience

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: $115,000 - $160,000 (bonus and long-term incentive eligible).

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].