Job Description

Help Universal Destinations and Experiences learn about and improve the experiences of our guests. The Consumer Insights Universal Studios Hollywood Field Team plays a key role in collecting foundational information used to make business critical information about our guests: where they’re from, why they’re here, and what they love (and don’t) about their experiences with us. The Senior Manager of Field Research at Universal Studios Hollywood, is charged with ensuring the collection of timely, high quality, accurate data on a diversity of continual and ad hoc projects, while managing the operation to ensure overall guest and team member satisfaction and budgetary/financial goals.

• Supervision and Leadership: Directly supervise the management team, focusing on coaching, training, and development opportunities to maximize leadership and research skills. Provide leadership team with constructive, timely feedback and work to promote a culture of transparency. Cultivate a narrative in which the leadership team values data accuracy, a positive work environment, team member growth, and fiscal responsibility.
• Oversee All Administrative Functions : Work with partner teams to forecast future project needs and create labor models and schedules to maximize labor and ensure timely deliverables. In collaboration with HR, oversee all hiring, staffing, onboarding, and performance management activities. Develop fiscally responsible working budgets that anticipate and account for shifting equipment, TSAT, and technological needs. Create labor and project schedules to manage client, team member, and project specific needs. Create, assess, and implement plans to ensure successful execution of all continual, ad hoc, event-related, and qualitative research requests to maximize data quality, efficiency, and team member satisfaction and minimize costs. Responsible to ensure compliance with all HR, EHS, and other organizational policies and protocols are followed.
• Training and Development: Oversee entire training and development program to deliver training and development opportunities that are timely, effective, efficient, fair, and forecast upcoming needs. Design department SOPs to ensure that all Team Members are heading towards an ideal level of cross-training for all research projects, allowing for a more adaptive and flexible Team. Work closely with the Consumer Insights Qualitative Team to coordinate all foundational qualitative training and to determine/communicate ad hoc project-specific needs. Design the overarching strategy of department TSAT action plans, develop plans to communicate, measure, and execute on goals. Actively participates in monthly Team Building Events and create a team culture that exemplifies USH values and Field high standards of credibility, rigor, and respect.
• Research Project Management: Design overarching and project-specific strategies to ensure successful execution of continual projects, while managing incorporation of ad hoc projects. Work collaboratively with Field Management to develop efficient, feasible, cost-effective strategies to execute research projects, while also maintaining high research standards and data integrity. Meeting with leadership weekly to review bias reports and make adjustments, as necessary. Regularly engage with Insights and client-teams to ensure benchmarks and objectives are met and to prioritize projects when necessary. Provide recommendations for mid and long-range scheduling.
• Develop and Strengthen Interdepartmental, Bicoastal, and Cross-Functional Partnerships : Serve as chief liaison between UDX Consumer Insights Leadership Team and USH clients to ensure productive and positive relationships between stakeholders from both coasts. Partner closely with other Consumer Insights teams to ensure strategic alignment, systems integration, project prioritization, reporting automation, training, best practice sharing, and data quality. Maintain and build client partnerships throughout the park to facilitate more seamless data collection.
• Oversee Shift Management : Review day-to-day implementation of interview shifts, including replacement and/or reallocation of resources due to unforeseen circumstances, employee breaks, and last-minute labor shortages to maximize efficiencies, prioritize deliverables, and maintain data integrity.

Qualifications

• Bachelor’s degree from a four year college or university preferred in Marketing Research, Business Administration, or Social Science field.
• 8+ Years: supervisory and management experience required, as well as 3+ years of social science and/or market research experience. Supervisory experience in a theme park, hotel, or similar travel and tourism area is preferred; or equivalent combination of education and experience.
• Outstanding organizational skills, including the ability to prioritize competing needs, attend to details, manage complex schedules, adhere to timelines, follow organizational policies, and adhere to and enforce strict research protocols.
• Experience managing budgets, scheduling hourly labor for multiple and overlapping shifts, and managing technical assets.
• Demonstrated ability to lead, supervisor, motivate, and develop teams of 10.
• Solution-based, adaptable, calm orientation with strong critical thinking skills to professionally and successfully manage of unexpected and stressful situations and the ability to quickly analyze and resolve issues in real time.
• Demonstrated success managing multiple-tasks and routinely shifting among tasks.
• Ability to provide development, coaching, and constructive feedback using multiple modalities to respond to and accommodate diverse learning and feedback styles.
• Demonstrated experience conducting structured surveys, recruiting and screening participants, and experience approaching and engaging strangers.
• Ability to engage with and manage the needs of multiple stakeholders, build rapport, deescalate situations, and conduct oneself professionally
• Integrity, honesty, and a commitment to the quality, reliability, and confidentiality of data, as well as high value placed on creating and modeling a culture of fairness and respect
• Proficiency using Microsoft Suite (Word, Excel, and Outlook)
• Proficiency reading, typing, speaking, and understanding English

Required On-Site : This position is required to be performed full-time from an NBCUniversal-designated worksite.

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: $100,000- $125,000 (bonus eligible)

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision.

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, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

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