Senior Operations Manager, Quality & Trials

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.

Our Direct-to-Consumer (DTC) 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.

Operations Manager, Quality Operations

Delivering a great customer experience is at the heart of our proposition, and ensuring we have a high quality, robust and performant product is critical to achieving this. The Sr. Operations Manager, Quality Operations is accountable for the end-to-end operational management of technology and quality for DTC core initiatives and strategic features on our consumer apps. The role ensures the appropriate levels of technology & quality coordination, execution and delivery is properly operated and that the flow of communication is broad. At the heart of this role will be an operational mind set covering the optimization for quality & technology coordination among Tech delivery, Engineering, Product and other cross functional teams This position will be responsible for delivering against our end-to-end strategic initiatives, quality strategy, leadership & guidance of junior ops leads & managers and enhancement of our test operation strategy. The role will also hold the operation remit for defect management & reporting for core quality initiatives. Making certain there is a proper defect coordinated communication structure and analysis strategy. The role will work hand in hand with the Quality Engineering team and reporting to the Dir of Operation, Quality & Trials. He/she will work closely with various quality & engineering teams across the Comcast/Sky/NBCU family of companies by leading on core initiatives, building collaborative working groups, sharing knowledge, expertise, and tooling. Establishing a robust and efficient approach to technology coordination and quality assurance. Successful candidates will be responsible for supporting people development and operations objectives for one or more functional area of our quality process. Additional responsibilities may include managing and leading a team of ops leads, coaching and mentoring the team to ensure performance objectives are met, and building positive employee relations. He/She will bring a breath of leadership experience as well as strong background in technology & quality, operations , technology management, and program management expertise.

• Oversee operational management of QA delivery and coordination to all features and program initiatives by liaising with Tech Delivery, Product, and Engineering counterparts
• Demonstrate ownership in asserting QA & technology planning and execution efforts against a product roadmap, feature intake process & operational readiness life cycle.
• Leads the engagement and testing alignment with cross-functional teams for all DTC propositions.
• Ensure that quality metrics and operational readiness documentation is adequate for hand off to production ops organizations
• Ability to drive governance in the QA process, manage critical deliverables, enhance and maintain tooling, and build reporting analytics to support operational documentations
• Drives creation of quality initiatives, process change initiatives and other lean initiatives to enable their functional area and ultimately the global streaming teams to meet and exceed business plan
• Focus on system integration and coordination of end-to-end testing, working within Comcast/Sky/NBCU technology teams to ensure a coherent approach to identify business use cases and acceptance criteria, cross team dependencies, while overseeing test planning and execution efforts, and support runbook creation for operational handoff before production deployment
• Responsible for resource capacity management and QA effort estimations for core DTC feature roadmap initiatives
• Responsible for the overall functionality, quality and performance and customer experience of outbound operational features and platforms.
• Effectively communicate with upper management and business stakeholders to synthesize relevant information on QA initiatives, milestones, success criteria and risk mitigations
• Ensure BAU readiness of test validations, runbook completion, reporting and supports in QA requirements, scope planning and cross functional delivery of end-to-end test scenarios as part of operational duties
• Proven experience in defining and implementing core KPIs to access level of maturity in QA, technology operations and providing data-driven key results
• Leverages the Ops and functional managers by sourcing and nurturing ideas, and rolling them into the creation of improvement plans for the functional area.
• Work with distributed QA teams to support the DTC strategy as required, to be accountable by serving as a gatekeeper of customer quality of experience.
• Serve as the primary liaison between our core quality engineering teams and product, program and business stakeholders
• Exercise effective defect management process by reviewing overall defects to determine impact to overall project plan and deployment schedule
• Partner with PMO and key stakeholders to implement a holistic defect management solution for feature delivery and external partners’ integration (e.g. JV and MVPD)
• Takes proactive steps to ensure that best practices are shared across all departments, teams and among the network.
• Align with QA Engineering teams to support Automation First initiative to improve test efficiency, productivity and ROI
• Proven experience in building QA Metrics/Defects Reporting Dashboard by leveraging analytics toolsets like Tableau and/or PowerBI

• Bachelor/Master degree with background in Computer Science or Technology or other related field.
• Minimum 12+ years’ experience working in software quality assurance, technology operations or Engineering Operations with at least 8 years in a Ops/Engineering or Tech Program role
• Min of 3 year experience leading a team.
• Detail oriented with strong communication and presentation skills (verbal and written)
• Expert knowledge of testing, agile, & technology operations methodologies and best practice, including defining QA strategies for broad initiatives; experience working with remotely located engineering, QA and Ops teams preferred
• Demonstrable experience with agile delivery methodology, test tools and defect management.
• General knowledge in test automation implementation and tooling, and experience of utilizing systems at scale for multimillion consumer base platforms, ideally within the media industry
• Data analytic and reporting experience – using source data to drive KPI reporting and support clear exec level narratives.
• Strong problem solving and decision making skills
• Vendor management and experience in tools evaluation and implementation.
• Experience with JIRA, Confluence, SmartSheet, TestRails, Quality Center or similar test case management tools
• Working knowledge of Charles Proxy, Postman, Browserstack, Selenium, Witbe, Cypress, Cucumber, Github, Docker
• Experience in system architecture, API and web services
• Certification in project or program management preferred (e.g. PMP) or in an operations discipline such as Six Sigma

Desired Qualifications:

• Strong self-starter, able to consistently deliver without requiring significant oversight and direction.
• Strong leadership experience leading individual team members and hiring staff.
• Passionate about operations and quality, never settling for the status quo – continuously looking for ways to improve and drive efficiencies.
• Strong collaborative skills – able to engage with stakeholders at varying levels within the organization.
• Excellent understanding of the product delivery lifecycle, release management and technology management
• Knowledge of streaming technologies and architecture (e.g. OTT, SVOD, AVOD etc)
• Previous experience working with remote delivery teams, international experience a considerable plus.
• Understand DevOps and/or Site Reliability concepts

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.

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.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations in the US by calling 1-818-777-4107 and in the UK by calling +44 2036185726.