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Manager, Customer Journey - Ordering, Activation, and Billing
Comcast
Centennial, CO, United States
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Job Summary:
Responsible for organizing, facilitating and coordinating the end to end process and policy work streams to drive Comcast to a best in class, standard set of Ordering, Activation, and Billing processes and tools that deliver optimal performance, increased efficiencies and productivity for our employees and increased satisfaction for our customers. Will require a strong leader to facilitate engagement of key stakeholders across six regional teams as well as COEs, Sales Channels, Divisions, and Corporate partners to achieve buy-in. This individual will work on specific journey areas that according to Net Promoter System Baseline have the greatest opportunity for improvement and will impact customer satisfaction and the rNPS score.
Primary Responsibilities:
• Understand and map the end to end journey by actively participating in facilitated sessions that baseline current state of regional and division operations, processes, and policy definitions.
• Identify and quantify opportunities to drive customer satisfaction improvement and reduction in transaction volume (calls, Trouble Calls, Chats, order errors, and channel differences) that drives customer perception of effort.
• Where appropriate,present recommendations for changes to and standard implementation of tools, policies and processes to Regional and functional leadership teams, and Customer Experience forums as required.
• Take on individual assignments that support the team effort in delivering against program timelines-research and documenting policies, crafting methods and procedures, documenting tool requirements and communications tasks.
• Work with cross functional teams to implement changes through deployment readiness programs for rollouts-including communications, User Acceptance Testing (UAT), training support and result measurement against success criteria.
• Assist in the development and introduction of change management plans using the ADKAR methodology in support of our cross functional partners and leadership teams. This individual will support the overall change management plan from definition to engagment of local leadership and introduction to employees. This includes conveying the why and WIFM of the change program, assisting leadership to be champions and supporting plans that reinforce and celebrate the results.
• Leverage expertise to build and maintain strong relationships with local Regional, Functional, and Customer Experience teams for input on key policy and process decisions. This may require facilitating sessions to ensure all requirements, ideas, and content are fully considered in the design process.
• Create, review, and support User Acceptance Testing strategies. This may include caring Regional differences, creation of tests plans, test environment management, defect management, status reports and communication on progress.
• Define quality gates, metrics baseline and ongoing data collection processes to ensure market readiness is in line with deployment milestones. Escalating project issues and risks as appropriate.
• Assist with training strategies through the development of methods and procedures and reviewing/defining training plans for end users on the deployment of technology and operations process changes.
Core Responsibilities:
• Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry.
• Prepares, analyzes, and manages operation through statistical analysis of activity.
• Plans, develops, and administers customer service programs in adherence with national and system customer service objectives.
• Implements company policy, procedures, standards, and goals.
• Conducts regular meetings with Customer Care Supervisors to maintain two-way communication and achievement of departmental objectives.
• Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions.
• 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 Specifications:
Education Level-Bachelor's Degree or Equivalent
Years of Experience-Generally requires 6-9 years related experience
Additional Requirements:
• Subject Matter Expertise in Sales Channels, Order Entry, Billing System, OR back office/support, writing, strategy development/tactical execution.
• Ability to drive thought leadership and recommend change that is best for the whole of Comcast and the West Division
• Strong Communication capability own and champion messages across Division teams including leadership and front line employees.
• Consistent exercise of independent judgment and discretion in matters of significance
• Will require minimal travel.
Comcast is an EOE/Veterans/Disabled/LGBT employer