Manager, IVR & Chat, Program Management

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. Responsible for oversight and management of Program Managers and the Program Management Office (PMO.) Effectively oversees Program Management Office in delivering programs on time and on budget, including resource allocation. Contributes to creating budget and ensures budget adherence. Contributes to business strategy.

Job Description

Core Responsibilities

• Direct a team of FTE and contractors that supports IVR and Chat across all Comcast Business segments including SMB (Small Medium Business), MM, Enterprise, CBG (Comcast Business Global, Custom Solutions
• Drive IVR & Chat roadmap and align functionality to strategic business objectives
• Work with our strategic partners including Google to determine new feature and functionality opportunities, including AI expansion
• Work cross functionally with our stakeholders along with other groups such as Digital to align work cross channel and drive a consistent customer experience
• Participate in the IVR CX analysis to determine areas of opportunity and specific enhancement opportunities
• Manage team of program managers, architects, and authoring in order to facilitate work across the platforms – including requirements, technical solution & integration, development, and change management
• Support new product roll outs, self-service expansion, platform optimization and defect remediation
• Possess staffing accountability, including recruitment and retention, hiring & firing, leadership and professional development and performance management.
• Provides support for corporate budgeting and budget tracking.
• 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 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

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.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Relevant Work Experience

• Enterprise level IVR experience, ideally the Google CES platform
• Proven record of understanding, supporting, and enhancing enterprise level IVR platforms, ideally Google CES / CCAIP
• Knowledge of natural language understanding (NLU) concepts and best practices
• Previous experience outlining business and technical requirements
• General knowledge of APIs and integration / technical requirements
• Experience using Visio or other tool for call flow documentation
• Plus for experience using the Google CES platform, including Google Cloud (GCP), google cloud logging, Big Query, Looker, DFCX
• 7-10 Years

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 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.

Skills:

People Leadership; Enterprise Technologies; IVR Technology; Communication Relationship; Executive Collaboration

Salary:

Pay Range: This job can be performed in Colorado, and Illinois with a Pay Range of $106,842.96 - $167,896.08

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

5-7 Years