Sr. Manager, Business Process Effectiveness

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for ensuring end user readiness to integrate and adopt new technology and supporting processes into daily operations. Conducts on-site process analysis and deployment support in the areas of marketing readiness, user acceptance testing and live trial. Develops financial and operational objectives. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Has a greater degree of impact on business results and typically manages one or more groups of professional employees.

Job Description

Key Responsibilities:

Competitive Analysis:

• Conduct thorough research and analysis of competitors’ strategies, products, and services for technical support.
• Identify gaps and opportunities in the market by comparing our offerings with those of competitors.
• Stay updated on industry trends and best practices to inform strategic decisions for technical support.

Benchmarking:

• Develop and implement structured testing to evaluate new strategies and their effectiveness.
• Utilize data and insights to benchmark our performance against top companies in and outside the industry.
• Create detailed reports and presentations to communicate findings and recommendations to senior leadership.

Strategic Planning & Development:

• Develop and implement strategies to drive a world-class technical support customer experience.

Operational Efficiency:

• Analyze call volumes and customer interactions to identify areas for proactive engagement.
• Collaborate with cross-functional teams to implement strategies that enhance operational efficiency.
• Monitor and measure the impact of implemented strategies to ensure continuous improvement.

Resource Allocation:

• Ensure dedicated resources are allocated for testing and benchmarking initiatives.
• Establish accountability frameworks to track progress and outcomes of strategic initiatives.
• Foster a culture of innovation and continuous improvement within the team.

Influential Leadership:

• Promote a collaborative and inclusive team culture.

Storytelling and Presentation:

• Leverage data to craft compelling stories that effectively communicate insights and strategies.
• Create engaging PowerPoint presentations to present findings and recommendations to stakeholders.
• Ensure that data-driven storytelling is a core component of all strategic communications.
• Conduct a comprehensive review of Medallia insights to analyze NET Promoter Score insights, capturing customer sentiments and feedback to inform strategic decisions.

Additional Responsibilities:

• Occasional travel of up to 10% of the time.
• 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

Qualifications:

• Proven experience in competitive analysis, benchmarking, or strategic planning.
• Strong analytical and research skills with the ability to synthesize complex information.
• Excellent communication and presentation skills.
• Ability to think creatively and strategically.
• Knowledge of industry trends and best practices.
• Strong storytelling abilities using data and proficiency in PowerPoint presentations.

Preferred Qualifications:

• Familiarity with technical support strategies used by top companies.
• Experience with Customer Insight platform Medallia
• A track record of successful strategy implementation

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing 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 ideas.
• 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.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

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

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills:

Customer Experience (CX); Operations Processes; Strategic Objectives; Process Changes; Strategy Development; Results-Oriented; Business Results

Salary:

National Pay Range: $88,230.53 USD-$206,790.30 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 to eligible employees. 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 on our careers site for more details.

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 +, 5-7 Years, 2-5 Years, 0-2 Years, 15 Years +, 7-10 Years