Sr. Manager, CX Continuous Improvement

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 ensuring end user readiness to integrate and adopt new technology and supporting processes into daily operations. Conducts on-site process analysis and deployment support in the areas of marketing readiness, user acceptance testing and live trial. Develops financial and operational objectives. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Has a greater degree of impact on business results and typically manages one or more groups of professional employees.

Job Description

Role Specific Responsibilities

Candidates must have a proven record of working cross functionally to identify the process breakdowns and gaps that cause customer and employee pain. The ability to understand whether action is required to update a process, a system feature, or communication; and work with and influence stakeholders appropriately are critical to a candidate’s success.

• Identify, assess, document, and build business cases through Root Cause Analysis (RCA) for existing/newly identified opportunities in Join, Change, Leave, Pay, Problem, and Enjoy journeys. 
• Sense of urgency and experience working with executive leaders.
• Build and maintain cross-functional and intra-departmental relationships at region, division, and headquarters levels with a focus on opportunities to ensure experience and operational efficiencies both through assisted and unassisted experiences.
• Identify and communicating business process improvements, including defining metrics that clearly articulate progress and value, to support overall operational growth and improvement.

• Partner with cross-functional teams to design and implement business initiatives and workflow changes including gathering data, developing experience mapping, sizing volume opportunities, and submitting elevations as appropriate.  Develops scalable processes to support and benefit the Company's architecture vision.

• Develop your team and self in applicable capabilities, practices, and tools to consistently operate via a continuous improvement mindset.  Share continuous improvement known successes with cross-functional organizations.  Six Sigma certification and/or experience in implementing Six Sigma are a plus.

Core Responsibilities

• Oversees the implementation of deployment readiness program for regional rollouts, including communications, UAT and training support for call centers.
• Defines 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. Ensures operational plans are in line with business objectives.
• 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