14 hours

Customer Care / Experience Manager, CNBC

Englewood Cliffs, NJ
  • Job Code
Company NBC Universal

Job Title Customer Care / Experience Manager, CNBC

Jobid 23768-394469

Location: Englewood Cliffs, NJ, 07632, USA

Description **Job Number** 38369BR

**Job Title** Customer Care / Experience Manager, CNBC

**Business Segment** CNBC

**Sub-Business** CNBC Digital Technology and Product

**Posting Category** Digital Media

**About Us** At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

About CNBC:

With CNBC in the U.S., CNBC in Asia Pacific, CNBC in Europe, Middle East and Africa, CNBC World and CNBC HD, CNBC is the recognized world leader in business news and provides real-time financial market coverage and business information to approximately 371 million homes worldwide, including more than 100 million households in the United States and Canada. CNBC also provides daily business updates to 400 million households across China. The network's 15 live hours a day of business programming in North America (weekdays from 4:00 a.m. - 7:00 p.m. ET) is produced at CNBC's global headquarters in Englewood Cliffs, N.J., and includes reports from CNBC News bureaus worldwide. CNBC at night features a mix of new reality programming, CNBC's highly successful series produced exclusively for CNBC and a number of distinctive in-house documentaries.

CNBC also has a vast portfolio of digital products which deliver real-time financial market news and information across a variety of platforms. These include CNBC.com, the online destination for global business; CNBC PRO, the premium, integrated desktop/mobile service that provides real-time global market data and live access to CNBC global programming; and a suite of CNBC Mobile products including the CNBC Real-Time iPhone and iPad Apps.

**Country** United States

**State** New Jersey

**City** Englewood Cliffs



Key Duties

• Hire, train and manage a staff of 10-12 key customer service personnel, along with their performance quality assurance metrics.

• Write, edit and publish end-user facing content for Customer FAQs, as well as internal agent scripts.

• Provide daily advice on how to answer, address and route customer issues, trends, and inquiries.

• Keep track of CNBC digital product releases and train customer service personnel on new features or bugs that users may contact CNBC about.

• Provide actionable qualitative and quantitative insights to CNBC product leaders based on product and customer feedback both via ad hoc and regular reporting.

• Be the subject matter expert and admin for the Customer Service CRM tool as well as maintain associated vendor orders, renewals and business relationships.

• Maintain the SOW and business relationship with outsourced customer service staffing vendor.

• Report on your team’s Key Performance Metrics on an as needed basis to executive management.

• Maintain user-lists and customer segments for the recruitment of participants in user research activities, including surveys, interviews, and usability tests.

• Assist the UX team in their research efforts.

• Assist in scheduling customer interviews through email, phone and software. Maintain the associated customer relationships.

**Desired Characteristics**

Desired Skills

• Extensive experience with CRM tools, including how to modify and improve their functionality.

• HTML and CSS a plus.

• Building, deploying, and analyzing the results of surveys and marketing mailing campaigns.

• Understanding of Agile workflow and product rollout framework.

• Excellent communicator.

• Ability to quantify qualitative information in a compelling, actionable way.

We are an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation. Click Here to view the NBCUniversal Candidate Privacy Statement.

The NBC Owned Television Stations create and distribute engaging content that connects with a valuable audience in 10 major markets across the country. Our content platforms include: NBC Stations broadcast and COZI TV, station websites, digital out-of home, and mobile.  Through our local news operations, our lifestyle production arm LX.TV, and our local sales marketing and production teams, NBC creates content that connects communities with the people, events, and issues they care about most.

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Customer Care / Experience Manager, CNBC

Englewood Cliffs, NJ

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Englewood Cliffs, NJ

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