Sr. Manager, CX & Growth Strategy

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

This position is responsible for the day to day governance of the business partner customer experience and growth strategies. Responsible for the relationship management and operational execution of one or more of the company's strategic suppliers. Interfaces with and incorporates the strategic suppliers into the organization while monitoring their ongoing performance. Implements overall sourcing strategy and monitors all activities including call quality. Develops, implement and monitors operational plans while also contributing to functional strategy development with a high degree of impact on business results. May manage a team including exempt and non-exempt employees. Provides subject matter guidance to employees as required.

Job Description

Core Responsibilities

• Manage the relationship with one or more of the strategic suppliers; e.g. tier 1 and tier 2 providers; for infrastructure and application services .
• Provides support to outsourced vendors, suppliers in working with other organizations within Comcast in order to enable the supplier have access to Comcast's systems and applications.
• Prepares detailed supplier vendor assessments, analyzing vendor supplier performance to evaluated compliance, quality assurance and service levels and insist on corrective action as necessary.
• Determines operational strategies by monitoring key metrics.
• Provide performance management, training and quality assurance (QA) excellence development.
• Provide input to the project manager by identifying and evaluating state-of-the-art technologies and defining user requirements.
• Provides support to outsource vendors in working with other organizations within Comcast in order to enable vendor to have access to Comcast's systems and applications with overall budget.
• Drives supplier vendor to improve sales opportunities, facilitating sales rallies, incentives, and contests and coaching.
• Defines training requirements for outsourced vendors, suppliers and ensures vendors, suppliers have adequate training programs to support operations.
• Define resource forecasts for each vendor that is in alignment.
• Implement processes and organizational capability to execute supplier contract and relationship management.
• Monitor strategic supplier's performance. Manage, with suppliers, design and administer Comcast company surveys and other feedback processes.
• Monitor and improve the quality of the relationship between Comcast the company and the supplier.
• Ensure supplier and Comcast the company are in compliance with contract terms and conditions, commitments and notifications.
• Interacts with strategic supplier to ensure that daily operations meet contractual obligations and outcomes.
• Manage supplier performance audits (regulatory, technical, security, risk etc.) for the supplier and provide feedback to Comcast company leadership team on performance.
• Provide feedback to the supplier on supplier performances and ensure resolution of escalated issues with the supplier.
• May be responsible for creating vision, clear direction and strategy for teams. May establish, manage and coach team to clear objectives and performance expectations.
• 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.

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:

Customer Experience (CX); Learning Content Design; Operational Execution; Strategic Storytelling; Proactive Behavior; Leading by Influence

Salary:

Pay Range: This job can be performed in Colorado, Illinois, Maryland, and Minnesota with a Pay Range of $108,304.56 - $178,702.52

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

7-10 Years