Manager, Digital Experience & Platforms - IVR

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

Responsible for IVR management activities for multiple, concurrent IVR releases. Serves as an IVR subject matter expert, assisting business partners in the resolution of complex problems and leading the effort on larger projects. Manages team which may include exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive departmental efficiencies and assist in the development of and meeting of departmental goals.

Job Description

• Core Responsibilities

• Collaborate with cross-functional teams to launch new IVR services, features and enhancements on time.  Document requirements and User Acceptance Testing plans.  Escalate project issues and risks as appropriate.

• Participates in the monthly release process including design review, content review, etc.

• Communicate updates on major milestones and keep all stakeholders informed of progress and issues. Identify and manage proposed changes to technical program parameters and work with management to ensure appropriate processes and communications are followed.

• Prepares and communicates daily IVR KPI status and reports.  Research deviations and follows up to determine appropriate course of action.

• Monitors and ensures quality of IVR project deliverables. Works with core team and key business resources to develop and monitor deployment schedule, strategies, and tools to support the implementation of programs in the field through trials and controlled customer deployments.

• Provide IVR support and documentation as necessary.

• Partner with internal business groups and act as an IVR subject matter expert.

• 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 experiences.

• Win as a team make big things happen by working together and being open to new ideas. Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

• Drive results and growth.

• Respect and promote inclusion & diversity.

• Do what's right for each other, our customers, investors and our communities.

• Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Business, Communication, Interactive Voice Response (IVR), Net Promoter Score (NPS), Organizing Meetings

Compensation

National Pay Range: $89,994.28 USD-$210,924.11 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need wh