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Manager, Program Management
Comcast
Centennial, CO, United States
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Job Summary:
Primarily responsible for oversight and management of Client Service Manager team. This team is responsible for post-sales support for large enterprise and government accounts in the West Division. This position is responsible for ensuring this base of customers has excellent customer service and drives resolution to process concerns facing these customers. Additionally, this position will lead process and strategy initiatives for the Small Business Project Coordination organization. Contributes to creating budget and ensures budget adherence. Contributes to business strategy.
Primary Responsibilities:
-Oversight of Client Service Management team located across West Division
-Customer Advocate and Escalation point for customer issues to drive resolution (Billing, Repair and Ordering)
-Partner with Sales and Operations to define and refine Service Delivery support needs for Enterprise and Government customers
-Position will commonly interface with both internal teams as well as customers
-Project Management of all Small Business Project Coordination initiatives
-Position will require travel
Core Responsibilities:
-Provides leadership and management to the Program Management team. Possesses staffing accountability, including recruitment and retention, hiring & firing, leadership and professional development, and performance management.
-Provides support for corporate budgeting and budget tracking.
-Recommends and implements corrective action with the Program Management Office (PMO), as necessary, to improve performance.
-Trains, hires, and develops PMO staff. Has performance management responsibilities. Responsible for staff performance and salary and bonus administration.
-Develops and maintains performance metrics to make informed recommendations for strategic decision making.
-Keeps abreast of new developments in project management methodologies, agile practices, best practices, and industry standards.
-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.
Job Specification:
-Bachelors Degree or Equivalent
-Business, Engineering
-Generally requires 6-9 years related experience
Additional Requirements:
-Strong Project Management background
-Enterprise customer issue resolution and negotiation experience
-Knowledge of both Coax and Fiber product sets and how customers utilize these products
-Process development
-Strategy definition experience preferred
Comcast is an EOE/Veterans/Disabled/LGBT employer