Supervisor, Media Operations

The Supervisor, Program Operations role will lead a team overseeing Peacock content fulfillment for both VOD and linear platforms. The ideal candidate will work collaboratively with the rest of the Program Operations team, Media Operations, Product and Engineering teams on executing fulfillment initiatives and workflow enhancements while developing strong partnerships with business partners across NBCUniversal. This position will aide in implementing short and long-term plans, pursue opportunities to further automate the Peacock supply chain and increase service reliability. Manage client engagement on behalf of Program Operations. Includes attending and participating in regular meetings, reviewing issues and working with internal teams to meet client needs and manage expectations. Manage and lead a team of operators. Responsible for engaging with and managing the employee experience; including hiring, training, performance management and career development. Be a strong and reliable partner to the client- respond to emails professionally and in a timely manner with clear information, foster good relationships and look out for the client’s best interests. Must be able to clearly communicate both verbally and in email to both internals and clients. Responsible for working with multiple teams to roll out and be vocal in new workflows that will affect the entire team. Should also be collaborating with operators to ensure workflows meet needs. Responsible for maintaining tickets that come in and providing accurate root cause information. Will be active in regular defect reviews and responsible for evaluating metrics to look for opportunities of improvement. Partner with the operational analytics team to define and measure KPIs, helping to keep the team accountable to them. Expected to manage creation of SOPs and ensure team members are trained. Partnering with Manager, Media Operations to review the end-to-end workflow and look for opportunities to automate, streamline and optimize. Help lead and drive conversation during daily calls, ensuring all priority orders and issues are being responded to and fulfilled. Join outage calls as needed. Leading a small team of direct reports, the Supervisor must be able to manage employees- make time for 1:1s, be available for questions and supportive of their needs. Assist in preparing reports as needed by the department’s leadership team. Partner closely with the Onboarding team to ensure there is awareness around new partner onboards. Is expected to be available off hours and on weekend as needed. Must have flexibility to respond to 24/7 operational demands. Expected to have a strong technical understanding of the in-house workflows to help troubleshoot issues. Understand that responsibilities may increase or change over time as the business requires. Support operational strategy and business initiatives by fostering a collaborative and inventive work culture. Effectively lead investigations required for content related issues. Work collaboratively to mitigate risk and implement control processes to decrease operational and on-air defects, objectively articulate root causes to senior leadership and clients Ensure 5 9s operational excellence through process standardization and improvements, and drive accountability through standard operating procedures and training matrices