Program Manager Program Management

Profile

Comcast's Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. We offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia). Some roles can work virtual full-time if they are not near a Tech Hub, but that is dependent upon the needs of the position and amount of collaboration required.

Job Summary

As part of the team that supports OSS inventory and provisioning services for Comcast Business Services, you are responsible for being a leader with vision with a proficiency in program management. Follows the organization's strategic plan and leads the most enterprise-wide, strategic programs affecting multiple organizations and impacting the business over multiple years. Delivers outcomes, longer-term improvements and benefits in support of the organization goals while leading and guiding junior members of the team.

Job Description

Core Responsibilities

Understands the scope of programs as defined by the business requirements and budget process. Participates in key planning achievements.

Crafts and builds program plans. Facilitates and drives the core team to identify and schedule all the work for end-to-end deployment required to fulfill program scope. Performs management of upstream and downstream dependencies.

Lead all operational aspects by ensuring stable, robust and scalable operational processes to support enterprise customers.

Play an active role in the management team by participating in project management prioritization, change management meetings and other departmental responsibilities.

Build and implement standardized processes and improving on existing methodologies, including departmental structures and interpersonal improvements.

Work closely with team leaders to assure high levels of customer happiness.

Identifies goals and successes criteria, drives the development and implementation of key goals, objectives and successes criteria for the program with key collaborators and core team. Raises conflicts and resolves with the appropriate level of management engagement to build consensus. Acquires and assigns resources to the program plan.

Analyzes areas of risk to avoid risky activities by identifying and handling critical paths and risk areas. Establishes contingency plans and identifies trigger events and assumes responsibility for initiation corrective actions.

Lead enterprise services operations activities in multiple locations.

Establish and maintain solid vendor and partner relationships..

Advise the preparation and implementation of policies, procedures and standards.

Identifies and helps the team make program tradeoffs to balance scope, time and costs. Ensures accurate documentation.

Tracks and runs the program schedule and upstream and downstream dependencies. Analyzes the actual performance against the plan and makes adjustments consistent with plan objectives. Drives action item resolution and supervise completion. Ensures program breakthroughs are accomplished and ensures overall committed timelines are met. Documents all major plan changes in scope, approach and date delivery.

Communicates updates on major turning points and keeps all collaborators advised of progress and issues. Identifies and handles proposed changes to program parameters and works with Enterprise Program Management and Program Managers to ensure appropriate processes and communications are followed.

Monitors and ensures quality of program deliverables. Leads core team and key field resources to develop and supervise deployment schedule, strategies and tools to support the implementation of programs in the field through trials and controlled customer deployments.

Prepare, analyze and lead operations through statistical analysis of activities.

Provide oversight and a blocking issue role for enterprise business solutions technologies.

Establish relationships with cross functional groups to assist in delivering programs and projects on time and under budget.

Ensure achievement of all system, team and individual customer service goals and standards.

Develop long range strategic planning and cost operations management.

Deploy new functionality quickly and accurately, minimizing disruptions even during maintenance windows.

Consistent exercise of independent judgment and discretion in matters of significance.

Other duties and responsibilities as assigned

Other Qualifications

Experience with Lean and Agile Development Methodologies is a must

Previous experience with a Major Cable, wireless or other telecommunications provider conducive

Previous experience with Business and Consumer Data and Voice services and operational Support systems helpful

Works well in a matrix organization

Tableau

Microsoft Office Suite

SharePoint

Rally

Employees at all levels are encouraged to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Be responsible for the customer experience - think and act in ways that put our customers first, give them detailed digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be hard-working learners, users and advocates of our groundbreaking technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new insights.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Get results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.

Organization:

Our innovative teams are continually developing and delivering products and next-generation technologies that transform the customer experience Technologies (CXT), led by Rick Rioboli, EVP and Chief Information Officer, and are responsible for the technology, systems and tools that support the customer lifecycle (sales, activation, billing, support, etc.), as well as employee-facing teams such as human resources, finance, and workplace information technology. These tools and systems are foundational to our ability to meet and exceed customer expectations and support an excellent employee experience.

Our vision is to be an authority in products, services and solutions which power and enable fabulous, connected customer experiences for Comcast and other organizations through a steadfast focus on clarity and collaboration.

Disclaimer:

This information has been crafted to indicate the general nature and level of work performed by employees in this role. It is not crafted to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

10 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com