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Dir 1, Business Process Effectvnes
Comcast
Philadelphia, PA, United States
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Summary:
Responsible for providing leadership and direction within department and works on a cross-functional team that will manage the strategic process transformation effort across all business lines for the Company. Acts as a part of a core team that includes field representation and partners in various organizations that will support the direction for ‘best-in-class’ operating models and practices. The team will be responsible for defining a cohesive plan that captures the aspects of technology, people, and process and will support the delivery with a focus on planning, change management, and communications.
Core Responsibilities:
• Responsible for managing a complex cross-functional program supporting multiple business units for swapping out customer equipment.
• Create repeatable processes across 12+ different programs as it relates to the customer experience with product swap out programs.
• Standardize the process around proactive customer product swap programs.
• Improving the customer experience through successful execution of customer swap programs.
• Accountable for defining future state ‘best-in-class’ solutions and ensuring the successful deployment for all of the operational components for the strategic systems. Focus areas include Sales, Marketing, and ordering service.
• Reduces variation from processes so that simplification is obtained and operational efficiencies are gained.
• Creates clearly defined and mutually agreeable success metrics for each new system or process and establishes a plan to track, monitor, and measure the success of those metrics.
• Uses a methodical yet collaborative approach to each project by: 1) Measuring the process and questioning the capability and quality, 2) Defining the problem statement, 3) Performing a gap analysis between the customers’ expectation and current process performance, 4) Standardizing solutions around best practices, and 5) Repeating the steps for continuous improvement.
• Develops repeatable, and thus scalable, plans and processes in order to speed time to market and improve operational efficiency.
• Interacts closely with a matrixed cross-functional team (both field and corporate) in order to secure alignment and solution excellence.
• Fosters an environment of empowerment, openness, inclusion, and objectivity all while striving to deliver solutions that benefit the entire organization.
• Works with our HR counterparts and identifies plans for change management, communication, and training needs.
• Responsible for all commitments within assigned organization and dependencies across the department.
• 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) as necessary.
• Other duties and responsibilities as assigned.
Education Level:
• Bachelors Degree or Equivalent
Field of Study:
• Business, MIS, Technology
Years Experience:
• Minimally requires 5-7 years of project management experience
• Generally requires 10+ years related experience
Qualifications:
-Experience managing 3-5 direct reports
-Demonstrated experience working with cross-functional teams
-Experience in project management with the customer experience
-Strong expertise with technology
Comcast is an EOE/Veterans/Disabled/LGBT employer