Manager, Service Excellence - Global Video Engineering

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.