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Sr. Manager, Business Ops, Xfinity Home
Comcast
Philadelphia, PA, United States
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Job Summary:
The 'Senior Manager, Business Operations' will be responsible for Operations related enhancements to existing Comcast Systems and end-user Tools. The ideal candidate will be expected to quickly identify and learn the various Comcast systems used for Operational support by field technicians, support agents, billing agents and end-user customers. He/she will partner with cross-functional teams across Comcast to manage and advance the Xfinity Home Operational support through existing tools. He/she will be responsible for leading strategic projects to improve operational metrics to create more efficient business processes and reduce system fall outs and breakage. He/she should be able to effectively bridge technical and business concepts according to the target audience. He/she will also develop, communicate and maintain process requirements, specifications, policies and support materials for Xfinity Home product & services.
Core Responsibilities:
• Lead and own activities that drive operational excellence for Xfinity Home products through exceptional employee and customer experience.
• Internalizes and represents the voice of the customer throughout the product lifecycle. Coordinates across other functional areas to secure buy-in to deliver on the defined end-to-end customer experience.
• Execute against simultaneous multiple projects in fast-paced, results-oriented programs focused on improving Product Operational efficiency.
• Develops business cases and supporting documentation for features requested to ensure best customer experience through every Comcast system and end-user tool.
• Performs competitive analysis and conducts market research. Maintains updated view of key competitive changes.
• Teams with product development to deliver high quality products on time, in scope and within budget expectations.
• Lead end to end programs spanning business requirements gathering, development, testing, training and deployment.
• Develop key program deliverables including (but not limited to) business requirements, issues logs, training and communications, publish project schedules, milestones.
• Conducts feasibility assessments, capability gap analysis (i.e., what is wanted vs. what is attainable).
• Participates in the strategic planning for enhancements to the product content, pricing, packaging and features. Participates in defining product business and functional requirements. Provides product support and documentation and develops product materials.
• Document processes, identify potential points of failure, and perform root cause analysis
• Provide regular program updates to senior leadership, host weekly meetings and create, maintain and manage critical program deliverables
• Ability to work with and lead large Comcast wide cross functional teams to ensure goals are met in a timely and organized fashion; may include contractors, Comcast employees and/or vendors
• Create and manage business cases Understand the financial and customer impact of the product within the larger scope of the company's revenue and cost targets. Is able to identify success metrics in preparation for new product launches
• Evaluate technologies, products, and vendors to support development of features and requirements
• Partner with regional, divisional, and corporate personnel to implement Xfinity Home plans and strategies.
• Demonstrates deep technical expertise and acumen in extracting, integrating, and analyzing critical program data.
• Manage change requests. Validates downstream deliverables and final offering (business acceptance testing).
• Capture lessons learned and process changes for continuous improvement
• 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.
Minimum Requirements:
• Bachelors Degree or Equivalent Work Experience with Field of Study being Engineering, Computer Science, .
• Generally requires 8-11 years related experience, 5 years of experience managing and enhancing systems and tools.
• Proven strategic problem solver with a track record of delivering original solutions backed up by strong analytics
• Strong time management and prioritization skills with a demonstrated ability to execute against multiple projects and excel in a fast-paced, results-oriented work environment
• Excellent written and verbal communication skills
• Self-starter with ability to quickly grasp complex subject matter
• Must be able to bridge the gap between business and technology
• Basic level of prior computer programming experience, understanding of APIs and concepts of object oriented programming is a must.
Additional Requirements:
• Prior telecommunication, technology or cable experience is preferred
• Strong knowledge of the home security, home automation or related industry and associated products/technologies, including all aspects of operations, system platforms and processes.
• Strong ability to demonstrate leadership both internally and externally
• Self-starter with ability to drive innovation and ideas independently
• Excellent written and verbal communication skills and excellent collaboration and interpersonal skills
• Direct experience in fast paced technology or new media industry
• Strong time management and prioritization skills with a demonstrated ability to execute against multiple projects and excel in a fast-paced, results-oriented work environment
Comcast is an EOE/Veterans/Disabled/LGBT employer