Manager, Digital Consumer Experience & E-Commerce (DCXE)

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Universal Studios Hollywood
Job ID: 744000124714549
Category: Information TechnologyInformation Technology,
Career Type: Full-time
Location: Universal City, CA

USH – Operations

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Here you can
go behind the scenes.

Be part of a team that helps make memorable moments for our guests each and every day. Working with us means thriving in a fast-paced environment as we create a seamless experience for our guests. Join our team of passionate and creative storytellers who inspire memories that last a lifetime.

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Job Description & Requirements

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 global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, NBC Sports, Telemundo, NBC Local Stations, Bravo, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including Universal Pictures, DreamWorks Animation, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood. NBCUniversal is a subsidiary of Comcast Corporation. Visit www.nbcuniversal.com for more information.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

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Job Description

The Manager, Digital Consumer Experience & E-Commerce (DCXE) leads the strategy, planning, and execution of digital marketing campaigns and destination programs across Universal’s web, app, and online store platforms for Universal Studios Hollywood. This role ensures guest-first digital experiences are consistently delivered, meet business objectives, and evolve with platform capabilities. Balancing strategic planning with hands-on execution, this role drives cross-functional alignment, upholds delivery standards, and champions ongoing improvement.

Responsibilities

Digital Strategy & Experience Planning

Own the development and communication of digital strategies and tactical execution plans for major destination initiatives and campaigns across websites, mobile apps, and online stores, ensuring alignment to business goals, guest needs, and cross-channel cohesion.
Oversee and guide team members in the creation of Strategic Input Documents, including journey maps, SEO and personalization strategies, page planning, and user flows, ensuring seamless integration of campaign and destination content into the broader Universal digital ecosystem.
Lead cross-functional forums (e.g., program briefings, brainstorms, introspective) to shape guest-first digital experiences, foster alignment, and ensure holistic representation of digital priorities across marketing and technology teams.
Partner with Content, Analytics, and Marketing to translate strategic priorities into actionable digital deliverables and cross-platform implementations.
Direct the testing strategy across campaign areas, including the design, prioritization, and analysis of A/B, usability, and personalization experiments. Share learnings across the team and ensure integration of winning variants into best practice templates and standards.
Stay ahead of competitive and industry trends in digital experience, marketing technology, and e-commerce, and leverage findings to influence roadmap planning and future capabilities.
Partner with digital production scrum teams and DCXE Programs to define and communicate requirements for enhancements page type templates, components and other digital tools based on both business needs and emerging guest behaviors

Campaign & Program Execution

Oversee the execution of digital marketing campaigns and destination programs across Universal’s web, app, and online store platforms, ensuring timely delivery, cross-channel consistency, and alignment to business goals.
Maintain visibility into campaign status and delivery risks, identifying blockers early and collaborating with cross-functional teams to resolve issues and maintain momentum.
Provide strategic and tactical oversight of digital proof creation, QA, and approvals, ensuring campaign materials reflect creative strategy, technical requirements, and guest experience standards.
Lead stakeholder engagement during campaign production, including moderating feedback loops, representing DCXE priorities, and managing input resolution across teams.
Lead launch readiness calls for assigned initiatives; ensure alignment across partner teams, facilitate issue resolution, and confirm deployment preparedness.
Monitor live campaigns and digital properties for performance issues, broken elements, or guest-facing friction; escalate and drive resolution through the appropriate channels.
Champion operational best practices for campaign execution across platforms, and continuously seek opportunities to refine processes, tools, and coordination models that drive executional excellence at scale.

Digital Guest Experience Champion

Own the digital guest experience across assigned campaigns and destination programs, ensuring site, app, and store journeys reflect Universal’s guest-first standards and continually evolve based on data and user behavior.
Monitor and interpret performance across web and mobile platforms; surface insights and recommendations that drive measurable improvements to journey flow, conversion, and guest satisfaction.
Lead auditing and refinement of digital journeys across UDX properties and third-party partner platforms, identifying friction points, defining opportunities, and championing enhancements that align to business and guest goals.
Serve as the primary escalation point for digital experience issues, coordinating timely investigation and resolution with internal and external partners to minimize guest disruption and protect brand experience.
Direct the integration of learnings, behavioral data, and testing outcomes into reusable frameworks (e.g., templates, modules, page types, playbooks) that improve scalability and execution quality across DCXE initiatives.
Advocate for a culture of iteration and speed-to-market within the team by embedding retrospective findings, feedback loops, and continuous improvement into the planning and delivery process.
Partner with stakeholders across marketing, analytics, and product to ensure digital strategies remain grounded in real guest needs and platform capabilities.

Resource Management & Cross-Functional Collaboration

Lead cross-functional alignment across Marketing, Communications Planning, Product, Technology, and Content partners to ensure that all campaign deliverables, timelines, and digital requirements are clearly scoped, communicated, and executed.
Oversee coordination across multiple campaigns and programs, maintaining clarity on priorities and dependencies.
Act as the primary escalation point for executional risks across web, app, and store initiatives, facilitating swift cross-team resolution and reinforcing accountability to delivery timelines.
Drive participation in retrospective reviews and process audits across campaigns, leading the collection of team insights, identifying systemic inefficiencies, and shaping refinements to improve future delivery.
Maintain proactive communication with internal and external stakeholders to ensure expectations are managed, risks are surfaced early, and digital activation workstreams remain fully aligned with destination and brand priorities.

Team & Organizational Leadership

Provide guidance and problem-solving support to the broader team, acting as an escalation point for campaign execution, stakeholder engagement, and delivery risks.
Coordinate with departmental leadership to align on team goals, performance expectations, and resourcing needs, ensuring that delivery plans support business objectives.
Foster a collaborative, inclusive, and solutions-focused team environment by modeling professional accountability, encouraging continuous improvement, and celebrating shared success.
Champion Universal Destinations & Experiences’ culture and values through positive engagement, clear communication, and a guest-first mindset in all workstreams.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
Perform other duties as assigned.

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Qualifications

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Hybrid: This position has been designated as hybrid, contributing from the Universal City office a minimum of four days per week.
Consistent on-time full-day attendance is a job requirement.
Bachelor’s degree in Marketing, Communications, Business or Advertising is required. Master’s degree is a plus.

Required:

7+ years of experience in digital marketing, eCommerce, or related fields, with proven ability to manage complex projects from strategy through execution across web and app platforms.

Demonstrated experience and success in eCommerce project management and marketing from concept to completion
Excellent client service and problem-solving skills, able to identify and anticipate both opportunities and problems and drive them to resolution
Strong project management, trafficking, and organizational skills, with high attention to detail; proven ability to prioritize multiple projects in a fast-paced, deadline-driven environment.
Proven experience in repeatable digital strategy creation, execution, measurement and iteration.
Exposure to A/B or multivariate testing, usability testing, or personalization platforms.
Experience translating strategic inputs into digital deliverables such as landing pages, modules, or app updates.
Strong ability to understand the current status of multiple projects at a given time and follow up as needed.
Goal-oriented, self-motivated, creative, flexible and adaptable to new situations.
Thrive in a structured and systematic approach.
Extensive computer knowledge and proficiency in business software applications
Superior communication and interpersonal skills to develop cross functional relationships.
Creative thinking, particularly when it comes to alternative ways of accomplishing goals and objectives and accomplishing Minimal Viable Product
Outstanding communication skills, both written and verbal with the ability to explain technical concepts to marketers and other stakeholders. Proven ability to develop presentations and present concepts and/or business recommendations clearly.
Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook. Advanced Excel & PowerPoint experience is a plus.

Preferred:

Hands-on experience with content management systems (CMS,) website analytics tools (e.g., Adobe Analytics, Quantum Metric) and e-commerce backends.

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: $90,000-$115,000

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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.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to AccessibilitySupport@nbcuni.com.

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Universal Creative EJDs – ONLY
Brand Pillars

Our Brand Pillars

These pillars are the foundation of Universal Creative and reflect the values we embody every day.

We are Innovative

We innovate the future. We push the envelope by fusing art and technology to create immersive and unforgettable experiences.

We are Empowered

We push ourselves to be our best. We lead change and solve problems, because the next thing we do should always be better than the last thing we did.

We are Authentic

We want you to be you. We believe that the unique and bold spirit of our team is what fuels our unbridled creativity and unparalleled innovation.

Spice Up Your Career

Looking for not just a job, but a career opportunity? Keeping our kitchens and dishes clean can be just the beginning. Working as a Steward will allow you to work directly with our Chefs and get hands-on experience to grow within our Culinary team. Additional Culinary Team Member perks include:

Work shoes
Opportunity for cross training and working in exciting new venues
Meal vouchers
Opportunities to advance, based on skill and available positions, to a full-time career in Culinary

Internships with Universal Orlando

Universal Orlando offers real-world learning experiences, meaningful project work, and productive networking opportunities, all within one of the world’s top entertainment destinations. Universal Orlando internships provide:

Paid opportunities to grow your career
The chance to learn from talented industry professionals and make a valued impact on our Team Members and guests
A variety of intern-exclusive professional development and networking events
In addition to all of our internships being paid, you may be eligible for financial assistance towards housing if applicable. Specific details about eligibility would be provided at the time of offer

A Universe of Opportunities

Love a fast pace? Like serving up fun? If you said “yes,” be sure to check out our Food & Beverage jobs. We’re always hiring for the unique and creative restaurants throughout our theme parks. Find out how we can satisfy your appetite for an opportunity in positions like these:

Quick Service Associate
Food & Beverage Stocker
Barista
Food and Beverage Cash Coordinator
Host/Hostess
Tipped Busser
Tipped Food Runner
Barback
Waitperson
Bartender
Steward (Dishwasher)
Line Cook
Senior Cook
Chef Assistant

A Universe of Opportunities

Administration team member seated in a chair with library of books behind her

Universal Orlando’s Administration division supports our entire business operation. As strategic partners, these teams take active roles to assist the organization and drive successful business decisions. And, as an industry leader, our Administration teams strive to maintain our position as a top employer and community partner. Career opportunities include:

Human Resources
Facilities Management
Legal & External Affairs
Community Relations
Environmental Health & Safety

A Universe of Opportunities

Ride & Show Technician examines electromechanical ride system for operational and guest safety

Maintain the most technologically advanced ride systems in the world. Problem solving, electromechanical systems expertise and the ability to use good judgment in high pressure situations are just some of the key attributes we are looking for in our Ride and Show Technicians. And, from our Figure Finish and Creative Fabrication Artists who work with our animatronics, skins and silicones, to our Technical Services Warehouse Associates, we have several opportunities for maintaining the fun in a technical capacity here at Universal Orlando.

Island Overview

Team Members working as Lifeguards at Volcano Bay

Looking for a career on the water? Universal's Volcano Bay Aquatics Team isn’t just here to help keep our guests safe, they are here to make a splash! Join the team and help guard our 13 different water attractions as a Deep Water or Aquatic Attraction Lifeguard, or help operate and run our attractions as a Slide Attendant. All Lifeguard Certifications are paid for and provided by Universal Orlando, so no previous experience is required. Perks of the job include riding our water park attractions to ensure proper working conditions and being a part of Orlando’s most technologically advanced Theme Park.

A Universe of Opportunities

A woman is standing in a window smiling, at her hands are two plates of food that she is giving to a guest,

If you love to have fun and thrive in a fast-paced environment, look no further than our opportunities in Quick Service Food and Beverage. From keeping our Food and Beverage carts well stocked to bringing smiles to guests in our Quick Service Restaurants located across our three parks and CityWalk, there is never a dull day. Come satisfy your appetite for opportunity in the following roles:

Quick Service Associate
Stocker
Barista
Cash Coordinator

A Universe of Events

A Mardi Gras performer dressed in green and purple is laughing.

Universal’s annual Mardi Gras celebration takes you beyond the bayou with an awesome party inspired by New Orleans and the best Carnaval celebrations from around the globe. Enjoy a parade and catch beads, sample culinary delights from around the word, enjoy live music and concerts and get your party on all at Universal’s Mardi Gras! Come be a part of our team and party with us in these select roles:

Bead Captain
Float Driver
Event Guide
Food and Beverage

A Universe of Opportunities

A Entrance Operations Team Member is helping guests scan their tickets at the Entrance to Universal Studios. She is smiling down at two children who are entering the park

It’s never a dull day in Entrance Operations! Our Team Members in Entrance Operations have the unique opportunity of being the first point of contact with our guests and help their day start with a smile. Join the Entrance Operations team in the following roles:

Turnstile Attendant
Vacation Planner
Guest Services

A Universe of Opportunities

A Food and Beverage Manager assists a Team Member complete a transaction at the cash register.

Our Revenue Operations Team Members and their Leaders make a lasting impact on our Guest’s experience at Univer- sal Orlando Resort. From Merchandise to Food and Beverage, our Revenue Operations Leaders assure that operations run smoothly creating the best environment for our Team Members and Guests. Bring your leadership skills to the Revenue Operations team in one of the following departments:

Merchandise
Food and Beverage

A Look at Universal Epic Universe

Gold Compass with dark blue center. Text Universal Epic Universe appears on top of it.

Celestial Park is the cosmic heart of Universal Epic Universe, where wondrous discoveries await among the lush greenery, tree-lined walkways and dancing fountains. Begin your cosmic journey of discovery in a world between worlds full of sensory delights for all to enjoy together.

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Universal Creative Internship Video Transcript

[Ariel] The Universal Creative internship program is full of extraordinary opportunities for interns to gain hands-on work experience. [Jeff] Ever since I was a little kid, I always wanted to take part in designing spaces that creates some of the fondest memories for people. [Griffin] The idea of blending technology, engineering, and storytelling really spoke out to me. And I wanted to be an environment where I could learn for those who really know what they're doing. [Ariel] I looked and the job description was amazing. It was literally everything that I've ever wanted out of an internship. [Ana] Some of the cool things that I've been able to do is see a lot of behind the scenes about how the park is run, and just envisioning the future worlds of tomorrow. It's been a really cool experience just to see what's coming up. [Carey] I've done some really cool attraction walkthroughs. I've got to walk through Hulk and Kong Skull Island and Forbidden Journey, and those were really incredible experiences. [Griffin] I think the cool thing about the Universal Creative internship is, you have a lot of opportunities to work with others and do what you want to do. [Jeff] I never expected any sort of company to be like this. [Emily] I really feel like I can be myself here. Everyone's been so opening and welcome. I don't have to put on a mask. I don't have to be somebody that I'm not. I can just be my genuine, authentic self. [Carey] I would say the culture at Creative is really a community and teamwork based. [Ariel] Everyone's so invested into the interns, and that's something unique. [Ana] You can ask a question and you'll always get an answer. [Tyler] Everyone's always happy and I'm willing to help you out when you're trying to learn something new, or you don't know how to do something. [Griffin] And as a student, it's very important to get that career guidance as you go on through more classes, and it's been a really great opportunity to get that in a very open environment. [Carey] For future interns, I would just say network and learn as much as you can. It's a really incredible opportunity and everyone wants to help you out. [Emily] Embrace your time here. Take advantage of your time here because it goes by so fast. [Ana] There's no such thing as you're only doing one job here. [Griffin] You have a lot of opportunities to go outside of your scope of work as an intern. So use it as an opportunity to absorb everything like a sponge. [Ana] Join the Universal Creative team. The possibilities are endless.

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Team Member Journey

“Universal is always finding ways to improve and separate from the rest. A lot of the Chefs here are like family to me. We have a caring culture and a disciplined one as well. We set up systems to ensure we are ready for success no matter what comes our way. I love working here, and as I continue to grow I will never forget the feeling of the teamwork I had when I started here 13 years ago. I carry that everywhere I go.”

Chef Johnathan Restaurant Chef

Johnathan’s Career Journey

2006

Busser
Line Production Cook

2007
2008

1st Cook
Sous Chef

2015
2018

Restaurant Chef

Team Member Journey

“What has excited me to stay with Universal Orlando Resort is the opportunity for growth and the recognition I have received in the short amount of time I have been with the company. Universal is a great place to grow and develop. If you make your career goals clear to your management team, they will provide the assistance to guide you towards success.”

Chloe Barback

Chloe's Career Journey

2017

Service Line
Food Runner

2017
2018

Food and Beverage Cash Coordinator
Barista

2021
2022

Barback

Team Member Journey

“I was always a fan of Universal Orlando Resort and visited the parks frequently growing up, so when I was ready for my first job while in high school, I knew this was the place I wanted to be. But I never imagined that my part-time job would turn into an exciting career! The ability to grow within the organization is one of the things I love most about Universal Orlando. Growth is an important part of the culture and no matter where you begin your journey, there’s opportunity to explore different areas and find your passion. I also love that there’s always something new and exciting happening at our destination for guests, including new attractions, events and more. The constant rollout of innovative new experiences makes it extremely fun and rewarding to be a part of the team!”

Kristen

Director, Public Relations

Kristen's Career Journey

2001

Ride & Show Attendant (The E.T. Adventure)
Public Relations Intern

2006
Spring & Summer 2007

Event Management Temporary Assignment
Corporate Sales Coordinator

Fall 2007
2008

Public Relations Coordinator
Public Relations Representative

2010
2013

Manager, Public Relations
Sr. Manager, Public Relations

2019
2023

Director, Public Relations

Team Member Journey

“When visiting the parks, every Team Member I spoke to expressed how much they loved working at Universal, and their love for the company is what encouraged me to apply. Now after being a part of the Universal family for the past six years, I cannot stress enough how much they value their Team Members. Here they want you to be successful and they provide the training and resources to help.”

Jonathan Supervisor, Utilities

Jonathan’s Career Journey

2014

Electrical Tech II
Electrical Tech II

2016
2017

Technical Services – Utilities Coordinator
Apprentice Supervisor

2020
2022

Supervisor, Utilities

Team Member Journey

“One of the best parts of my role is reflecting on moments where I’ve had the opportunity to be a part of Team Member’s or Guest’s joy and fulfillment. In addition, the family-oriented culture we’ve cultivated at Universal’s Volcano Bay – as well as having the opportunity to launch the world’s first Water Theme Park (that is continuously rated one of the top water parks in the world) – is what keeps me motivated and fuels my passion for my role.”

LaQuindell Supervisor - Volcano Bay Operations

LaQuindell's Career Journey

2011

Attendant, Park Services-Universal’s Wet n Wild
Supervisor, Park Services-Universal’s Wet n Wild

2012
2017

Supervisor, Park Services-Grand Opening Team Universal’s Volcano Bay
Supervisor, Aquatics/ Park Operations-Universal’s Volcano Bay

2018
2020

Supervisor Park/Operation Services Universal’s Volcano Bay

Team Member Journey

“Universal Studios was a huge part of my childhood growing up, introducing me to some of my favorite films like Back to the Future. As an adult, the development of interactive wands for The Wizarding World of Harry Potter™ really opened my mind to the possibilities for creative applications of interactive technology. Since working at Universal Creative, it has become clear why such innovative experiences are not only possible but encouraged. Our work culture is incredibly inclusive and motivating of outside the box thinking and collaboration which leads to world class experiences for our guests. Additionally, the work environment at Universal Creative has been critical to my personal career development. I am regularly encouraged to ask questions, to take creative ownership of my work, to seek out development opportunities for my skills, and to collaborate with my peers across the company. I’ve had the honor of working on multiple world class experiences with Universal Creative and I’m eagerly looking forward to the next challenge.”

Anthony

Software Developer, Universal Creative

Anthony's Career Journey

2016

Intern, Engineering
Technical Coordinator

2017
2017

Associate Software Developer
Software Developer

2020

Team Member Journey

"To me, Universal is a community of passionate, knowledgeable people who are driven to create great impact for our guests and Team Members. In an environment like this, the work I do and the people with whom I have the privilege of partnering makes daily work feel interesting and exciting. I always say I could do what I do for a living anywhere, but I am privileged to do this work here. Our culture allows for learning and movement, and I’ve been lucky to grow by learning from a variety of experiences, including internships, mentoring, park shifts, Team Member advocacy and event support, volunteering, and Diversity, Equity, and Inclusion Team Member Resource Groups. When I ask, “Can I learn about your team and what you do?” I am always given an enthusiastic, welcoming response by leaders across our universe. As I’ve grown here, I’ve watched Universal also grow - opening new parks, rides, and restaurants; growing our footprint across the world; and introducing innovative and cool experiences. It feels like it is always an exciting time to be here, and I can’t wait to be a part of the amazing things we’ll do next!”

Anisa

Sr. Manager, Organizational Development (Former UO Intern)

Anisa's Career Journey

2005

Intern in Organizational Development
Assorted work around HR

2006
2007

Talent Acquisition Interviewer
Rep, Org Development

2008
2011

Sr Rep, Org Development
Specialist, Org Development

2013
2016

Manager, Org Development
Sr Manager, Org Development

2019

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A Universe of Global Opportunities

Universal Orlando Resort is an all-in-one entertainment destination that includes Universal Studios Florida, Universal’s Islands of Adventure, Universal’s Volcano Bay, Universal CityWalk and Universal Orlando Resort hotels. We bring unforgettable experiences alive for our guests, immersing them in legendary stories, fantastic journeys, exciting nightlife and more.