Senior Manager, Change Management

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

If you’re looking for the next step in your career to work with a team of people you’ll be genuinely excited to work with, to have the opportunity to lead the delivery of complex change initiatives, and to join with like-minded teammates who are committed to helping one another grow, develop and succeed, then read on!

IS Solutions delivers best-in-class pricing, packaging, and financial strategies, solutions, and services across all our Comcast Cable lines of business from ideation through billing; with a growth-minded, diverse, and skilled team. Within IS Solutions, the Delivery Solutions team focuses on 1) Providing complex program and project management delivery leadership, (2) Overseeing the IS Solutions project intake and portfolio management processes, (3) Elevating organizational change management capabilities across the organization, (4) Stewarding the relationship between IS Solutions and its Comcast business partners, and (5) Partnering to implement workforce management across the organization. This role falls under the Delivery Solutions organizational change management area of focus.

The Senior Manager of Change Management will be responsible for ensuring end user readiness to integrate and adopt new technology, operational changes, and supporting processes into daily operations. Conducts process analysis and provides deployment support in the areas of business readiness, user experience and acceptance testing and launch. Develops operational objectives. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Manages one or more professional change practitioners and support functions.

Job Description

Core Responsibilities

• Applies change management methodology, processes, and tools to support adoption of changes required by an initiative.
• Oversees the planning and implementation of operational readiness programs for national, regional and corporate rollouts, including stakeholder management, impact assessments, communications, user experience, UAT and training support.
• Defines quality gates to ensure operational readiness is in line with deployment milestones.
• Develops and defines methods and procedures for end users to address deploying technology and operational process changes. Ensures operational plans are in line with business objectives.
• Reviews and updates Training Strategy to meet user specific needs.
• Defines a training plan to ensure business continuity.
• Reviews UAT testing strategy and updates to meet user group differences.
• Supports UAT readiness through the management of the market Readiness checklist. Creates UAT test plan, test cases and scripts.
• Manages testing environment requests to include test accounts and required test data. Provides centralized defect management for on-site UAT and live trials, maintains the defect and issues log and conducts daily defect reviews.
• Prepares and communicates daily testing status and defect reports. Manages daily testing status and defect tracking.
• Initiates metrics baseline and ongoing collection process. Escalates project issues and risks as appropriate.
• Prosci Change Practitioner Certification is a plus.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and ex