Job Details

Join to apply for the Manager Digital CX & E-Commerce role at Universal Studios Hollywood.

Company Description

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Job Description

The Manager Digital CX & E-Commerce is responsible for destination programs that evolve the Universal Studios Hollywood business, improving the entire guest digital journey inside and outside of the Park. This role collaborates with partners across Universal Destinations and Experiences to identify, solution, and deliver improved guest experiences in the medium- and long-term. The role emphasizes a guest-first approach, ownership, deep understanding of guests, advocacy, and clear internal communication.

Responsibilities Include

• Gather and leverage data to identify pain points and opportunities to enhance the guest experience across website, mobile app, store, guest account, and acquisition channels.
• Collaborate with partners to implement solutions addressing these needs.
• Prioritize, track, deploy enhancements, measure impact, and iterate based on results.
• Serve as the subject matter expert on digital evolution of Universal Studios Hollywood, presenting channel and program performance.

Guest Experience Champion

• Lead the development of new guest experiences through content, e-commerce, personalization, and more.
• Audit user journeys and champion customer needs, refining the user experience to serve guests effectively.
• Drive experimentation leveraging data, industry best practices, and SMEs.
• Manage investigation and resolution of website, mobile app, and store issues.

Leadership

• Lead or participate in performance, strategy, and team presentations.
• Foster a collaborative culture, eliminate barriers, and empower team members.

Other Responsibilities

• Achieve KPIs related to OCF, Brand Equity, GSAT, and TSAT.
• Monitor digital marketing and e-commerce trends.
• Participate in Environmental, Health & Safety responsibilities.
• Perform other duties as assigned.

Qualifications

• Experience establishing customer-centric digital experiences and building brand loyalty.
• Exceptional understanding of UX/UI best practices, usability, and design.
• Experience with digital measurement, insights, and reporting.
• Knowledge of technical standards and interactive product development.
• Proven partnership with IT for website, mobile, and app development.
• Team player in fast-paced environments.
• Bachelor's degree in Marketing; MBA preferred.
• 10+ years in marketing or analytics, preferably in entertainment, travel, e-commerce, or retail.
• Hybrid work model: minimum three days/week in-office at Universal City.

Desired Characteristics

• Strong digital marketing and decision-making skills.
• Innovative thinker with content and channel strategy experience.
• Deep understanding of analytics and consumer research.
• Passion for new technology and media channels.
• Ownership mindset, high standards, and project leadership.
• Cross-functional collaboration skills.
• Strong judgment, communication, and presentation skills.
• Ability to manage change and resolve conflicts.
• Experience connecting business and communication strategies to consumer needs.
• Knowledge of key consumer segments and industry experience, especially in entertainment and theme parks.

This position is eligible for company benefits, including health insurance, 401(k), paid leave, tuition reimbursement, and discounts. Salary range: $90,000 - $115,000 plus bonus.

Additional Information

Applicants may need to attend in-person interviews. NBCUniversal is committed to equal employment opportunity and considers qualified applicants with criminal histories. Support for individuals with disabilities is available upon request.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales and Business Development

Industries

• Entertainment