Director, Consumer Billing Success

Company Description

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

Job Description

The Global Streaming Platform powers the best entertainment experiences from Peacock, NOW/WOW, SkyShowtime, and Showmax. When you join our team, you'll work across our dynamic portfolio supported by media industry leaders Comcast, NBCUniversal, and Sky. With unequaled scale, our teams make the most 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 a best-in-class consumer experience across more than 70 countries. Most importantly, we're backed by a culture of respect. We embrace authenticity and inspire our people to thrive.

This role reports to the VP, Commerce Operations.

Primary Focus

Lead a team of payment analysts and managers focused on billing/payments success, involuntary churn and fraud.

Key Responsibilities

Mentor and lead a growing team of payments/fraud analysts and managers through ambiguous circumstances and fast paced deliverables — providing strategic direction, thought leadership, and idea inspirationMonitor payments industry trends, conduct competitive analysis, and identify opportunities for payment success and fraud optimizationManage third-party payment processor relationships for commercial needs, performance tracking, and to identify areas for development and optimizationPartner with Legal to lead negotiations for payment related vendor contracts — both new and renewalsMaintain a deep understanding of our customers throughout their payment lifecycle to optimize churn metrics and reduce transaction failuresPartner with Commerce Product, Finance and Tech teams to align objectives to meet business needs and contribute to GSP roadmapRemain current with governmental and industry regulations and standards that affect payments and payment methodsImprove operational flows across the payments ecosystemCreate a culture of support, honesty and transparency

Qualifications

Essential Skills & Attributes

Strong data analysis skills and ability to effectively synthesize data analysis and insights into an understandable narrativeAbility to navigate complexity, thrive in ambiguity and remain adaptableExcellent listening, collaboration and facilitation skills with an ability to develop and maintain solid, enduring relationshipsAbility to inspire and coach teamsClear, succinct communication and comprehensive documentation skillsAbility to work cross-functionally with both internal and external stakeholders at all levelsAbility to prioritize multiple business requestsSelf-motivated, resourceful, detail-oriented and well-organizedAbility to problem-solve and think orthogonally

Desirable Skills & Attributes

Familiarity with BI technologies (Including Tableau, Microsoft Power BI, etc.) a plus

Essential Knowledge & Experience

Minimum 5-7 years relevant experience in payments, banking, transactions or related fieldMinimum 2 years of team management experience requiredExperience with payment processors, monitoring tools and reporting

Desirable Knowledge & Experience

Experience with OTT streaming or other digital subscription products a plusLocalized understanding of fraud risks and payment success trends and regulations within African, UK and EU territories a plusExperience with global payments and international credit card schemes a plusExperience working with a product development team a plus

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. Salary range: $160,000 - $205,000

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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