Manager 1, Business Process Effectiveness

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

The person in this position is responsible for ensuring end user readiness to integrate and adopt innovative technology and supporting processes into daily operations for residential and commercial telecommunications. Will work with OSPM, TechOps, and Construction. Conducts on-site process analysis and deployment support in the areas of marketing readiness, user acceptance testing and live trial.
Seeking candidates with 5 – 7 years’ experience in telecommunication technical project management, with skills SWOT, leading cross-functional processes and teams, establishing clear accountability, and a proven record of delivering consistent service reliability for our customers.

Job Description

Core Responsibilities

• Act as the primary liaison for customer experience CX initiatives, driving improvements in residential and commercial rNPS and tNPS. Led cross-functional efforts to map and optimize the customer journey, identify pain points, and implement solutions with measurable impact.
• Centralized and streamlined the intake, triage, and resolution of escalated service issues across OSPM, TechOps, and Construction. Established clear accountability frameworks and postmortem/root cause analysis processes to ensure transparency and continuous improvement.
• Conducted in-depth analysis of behavioral and operational trends to uncover root causes of recurring issues. Designed and implemented preventive strategies that significantly reduced fallout and improved service reliability.
• Lead cross-departmental process integration initiatives, eliminating redundancies and ensuring operational consistency. Played a key role in scaling operations and maintaining service quality during periods of rapid growth and organizational change.
• Direct large-scale fallout and incident management during high-volume periods, enabling core teams to maintain business as usual operations. Developed and executed recovery plans that minimized customer impact and restored service levels efficiently.
• Delivered weekly executive level reports and trend analyses, surfacing actionable insights and strategic recommendations. Partnered with senior leadership to drive data informed decisions and foster a culture of continuous improvement.
• Implement deployment readiness program for regional rollouts, including communications, UAT and training support for call centers.
• Defining quality gates to ensure market readiness is in line with deployment milestones.
• Develops and defines methods and procedures for end users to address deploying technology and operational process changes.
• Reviews and updates Training Strategy to meet region specific needs.
• Defines a training plan to ensure business continuity.
• Reviews UAT testing strategy and updates to meet regional 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 in region. Escalates project issues and risks as appropriate.
• 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 o