Manager, Production Client Experience

NBCUniversal • Universal City, CA

2d • $100,000 - $105,000 • Onsite

About The Position

NBCUniversal is looking for a Manager, Production Client Experience, to join our Studio Services team in Universal City, California! In this role, you will be responsible for operational management and engaging clients for production shooting. You will be managing a small team of Production Client Experience Coordinators to coordinate a wide variety of tasks to support productions filming on the Universal Lot.

Requirements

• 3+ years of management experience
• 5+ years of production experience
• Must be willing and able to work on any shift including, overnights, swing or weekends in support of the 24/7 operation
• Communicates with ease – You have a way with words; written and verbal.
• Impeccable attention to detail – You bring customer requests to life by organizing the team’s daily work plans and scheduling commitments.
• Customer Service Champion – No request is too big or too small, you put customers first meanwhile being an advocate for the Stage and Backlot team .
• Juggler – You know how to manage multiple tasks and priorities and move them all along effectively while keeping stakeholders updating and informed.
• Tech-savvy – You are an MS Office whiz and can take on case management software with ease.
• Leadership - You are a proven leader known to challenge the status quo, introduce new and better ways of delivering results, and make difficult decisions and lead through change. You lead teams of professionals by mentoring and developing; you help them reach their full potential.
• Executer – You get things done! Using strong business acumen, inciteful analytical skills, and superior organizational skills you manage through competing priorities within a matrixed environment

Nice To Haves

• BA/BS degree strongly preferred
• Customer service/hospitality experience a plus
• Strong client relations, business acumen, leadership, and analytical skills
• Proficient in Microsoft Office, particularly Excel
• Culture carrier, embodying company values through leadership and behavior

Responsibilities

• Responsible for leading a small staff of client experience specialists, while ensuring operational efficiency and day-to-day operational management.
• Identify staff training needs, initiate development of subordinates, and recommend effective personnel action.
• Act as primary liaison for productions shooting on the Universal Studios Lot overseeing initial inquiry & booking, client onboarding & contract support, holistic stage, backlot, & production facility coordination for the duration of onsite tenancy, final billing, and on-going communication to strengthen long-term relationships.
• Actively engage with clients to understand their needs and anticipate future requirements, identifying opportunities to enhance the client experience and encourage repeat business through exceptional service.
• Lead with a sales and business development mentality by proactively identifying opportunities to sell our integrated service offerings.
• Foster partnerships across other internal production, post and event divisions to provide concierge-style/end to end service to clients during their occupancy.
• Work closely with department heads involving matters of accounting, contractual issues, new deals & pricing, business plans, and facilities management.
• Contribute to financial reviews, compile labor estimates, maintain rate cards, verify billing accuracy, assist with budget planning, and ensure cost tracking.
• Create, update, distribute, and maintain Exhibit As and contractual documents.
• Construct and uphold department-wide SOPs, responsible for training employees on these processes and streamlining workflows as needed.
• Subject matter expert for Sphere, ScheduAll, and other NBCU systems.
• Collect and analyze operational data to identify trends, resource utilization, billing precision, and production support responsiveness for regular reporting on occupancy, revenue performance, and client satisfaction metrics.
• Work closely with senior leadership regarding operational support, participating in department meetings, generating reports, scouts, calls, and assignments.
• Assist with client outreach to capture relevant content from productions to support marketing/promotions/social media/website usage.
• Attend networking/client events to generate sales leads, foster existing and build new client relationships.
• Spearhead special projects and initiatives when required.
• Position involves on-site evenings and weekends as needed.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager