Specialist, Commerce Partnerships

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.