Sr. Manager, Product Quality & Reliability

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

Job Summary

The Global Product Quality and Reliability Team creates broad visibility for the Technology and Product organization and leadership into the technical performance and quality of our Entertainment products and infrastructure. The team works globally with end-to-end engineering and operations groups across the org to drive continuous improvement in the reliability and customer experience of products, especially in areas requiring multi-faceted analysis, viewpoints, and programs. You will be responsible for direct management of support resources and indirect management of broad cross-functional team consisting of stakeholders at various levels, reviewing data, performing analyses, and overseeing weekly presentation materials to inform and solicit feedback from internal stakeholders about the quality of our Television products, and critically, what teams are doing to better those products. The ideal candidate will be self-directed and work to figure out ways to see improvements others can’t and get a highly matrixed organization on-board to support identified needed improvements.

Job Description

Core Responsibilities:

• Subject matter expert in consumer electronics:
  • Deep understanding of E2E process of bringing a consumer electronic device to market, from manufacturer development to retail store
  • Demonstrate ability to thoroughly assess current state processes, identify any gaps or areas of opportunity, and partner with various stakeholders to drive improvements
  • Approach work through the lens of the customer’s experience. Strong knowledge of customer expectations of a range of retail TV products, what a customer values, what satisfies a customer, qualitative and quantitative industry benchmarks, etc.
• Act as senior-facing point-of-contact for XUMO TV product quality and reliability
• Serve as dedicated lead to direct efforts of cross-functional working group
• Assess current processes, review comprehensive quality data, identify areas of opportunity for improvement, guide allocation of resources and prioritization of issues based on data and business/customer impact
• Produce regular reports and status updates to Technology and Product and XUMO leadership

Additional Responsibilities:

• Program Management
  • Participates in and supports key planning milestones and meetings
  • Builds Reliability program plans and maintains program record and status. Works with the core team to identify and drive required activities through completion. Identifies and manages program critical path, being mindful of upstream and downstream dependencies
  • Supports the development and implementation of key goals, objectives, measurement methodology and reports, and success criteria for the program with key stakeholders and core team
• Stakeholder Management
  • Identifies, confirms, and obtains participation from required cross-functional teams including global Product, Engineering, and Reliability organizations within Technology & Product, along with XUMO as the main stakeholders
  • Acts as a program point-of-contact for management stakeholders
  • Consistent exercise of independent judgment and discretion in matters of significance and sensitive information
• Data/Business Analysis, Metrics Creation & Monitoring
  • Understands data reporting nuances to make meaningful data comparisons and relevant charts as needed
  • Works with analytics teams and /or directly performs analysis and data reviews to identify trends and drivers of reliability in Quality program scope
  • Understands relevant end to end metrics including data pipelines, dependencies, and services
• Technical Inclination
  • Keeps abreast of new developments in relevant technologies, data analytics and machine learning, agile practices, program management best practices, and relevant industry standards
• This role may require limited travel (< 5%)

You will be successful in this role if you have:

• 5+ years of management experience
• A Consumer Electronics background or related experience
• A solid educational foundation to learn about the technology used to deliver our products and serve our customers
• A high level of intellectual curiosity and drive to learn independently as well as through others
• Hard skills for exploring data (Excel, SQL, Tableau, ELK stack) are a plus, clear written / verbal communications, and ability to create crisp PowerPoint slides for executive audiences
• Great soft skills, positive attitude, and ability to work collaboratively
• Persistence to ask questions, solve problems, work through barriers, and continually innovate how we work
• Consistent focus on delivering better reliability and customer experience

Preferred Qualifications:

• Bachelor’s Degree or equivalent experience
• Proficient with Microsoft Excel, PowerPoint, and Word
• Experience with JIRA ticketing, Tableau, and Splunk or ELK reporting
• Familiarity with SQL and/or other query environments

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.

Skills:

Technical Program Management; Consumer Electronics Troubleshooting; Data Analytics

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