Program Manager 4, 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

Responsible for supporting the development and launch of new Comcast Business ActiveCore products and features through conception, definition, process/system design, development and implementation. Participates in drafting and defining product business and functional requirements. Evaluates new product initiatives, identifies the appropriate business stakeholders, and works with them to define implementation requirements. Conducts analysis and monitoring required to ensure product processes are aligned with business objectives and customer experience goals. Represents the Voice of the customer & Operations throughout product deployment lifecycle. Has a greater degree of impact on new product process effectiveness and user adoption.

Job Description

Core Responsibilities

• Program Manager Responsibilities: Ensure teams engaged in the deployment life-cycle are focused on business needs, organizational objectives and the customer experience. Facilitate cross-functional communication and alignment. Enable adaptability and flexibility between teams and departments during all deployment stages. 

  Business Analyst Responsibilities: Formulates and defines business requirements and process flows based on a complete understanding of applicable business requests. Develops operation focused detailed process, features and user stories

  End User Content Responsibilities: Writes and produces user content that helps people understand how to use and support Comcast products and services. Devises or modifies user content to document complex business processes and system functionality.  

  Change Management Responsibilities: Create change management approach, model, awareness and success criteria for process and system integration and adoption.

  Deployment Responsibilities: Serves as the operations lead and customer advocate throughout the development and deployment of new ActiveCore products and services. Act as a product, process and system Subject Matter Expert. Partner with product owners and operation leaders to ensure product, process and system requirements are aligned with business objectives and customer experience goals. 

  Tasks:

  Program Manager Tasks:

  - Develops, maintains, and manages detailed project plans, action item registers, and major milestone timelines for all assigned projects. Creates and maintains process workflow documents to support business needs.

  - Manages all assigned projects to completion ensuring on-time delivery, meeting of budgetary demands, and maintaining overall project ownership.

  - Acts as theActiveCoreOperationssingle point of contact for product deployment status. Maintains communication with stakeholders.

  - Facilitates and leads project meetings.

  - Addresses problems through risk management and contingency planning and presents solutions and/or options to executive management. Ensures effective implementation of solutions/changes.

  Business Analyst Tasks:

  - Develop business documentation, (Product / Platform Initiation Documents, Requirements, Impact Assessment, Features and User Stories).

  - Provides research and assistance to leadership in the development and design of new projects.

  - Uses formal processes and tools to manage resources, budgets, risks, and changes. Recommends new process and tools to achieve advanced project management.

  End User Content Tasks:

  - Perform user content analysis to identify need for new, modified, archived and/or retired content for business processes and system functionality

  - Create, modify and maintain content for a variety of internal/external users

  - Ability to transform complex and technical information into easy to use and simple to understand user-friendly content

  - Facilitate review sessions with stakeholders and users to validate and modify content as needed 

  - Ensure user content is understood and signed off by stakeholders and users

  - Perform testing and demo recording to capture functionality (system demos, quality assurance, business readiness testing, and training)

  - Post content to various repositories and submit knowledge management intakes for publishing

  Change Management Tasks:

  - Conduct change management and impact assessments

  - Leverage ADKAR model when communicating major changes/initiatives to operations

  Deployment Tasks:

  - Supports the launch of new products and features into the Care and Order Management organizations.

  - Partners with product owners and development teams to deliver high quality products. 

  - Ensures Operations involvement in advance product design prior to product launches.

  - Manages product deployment full life-cycle on behalf of Operations. 

  - Manages project status and information in the form of formal briefings, project update meetings, and written, electronic, and graphic reports.

  Other Tasks:

  - 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) as necessary.

  - Other duties and responsibilities as assigned.

  Minimum Job Requirements:

  - Bachelor’s Degree or Equivalent

  - Generally, requires 7+ years related experience

  - Good working knowledge of voice and data products

  - Knowledge of Agile Methodology and experience working in an Agile-based development environment.

  - Experience in Project or Program Management.

  - Willingness to travel up to 25% of the time
  

  Additional Job Requirements:

  - Knowledge of the following methodologies: Agile, Change Management, Lean/Six Sigma & ADKAR (Awareness, Desire, Knowledge, Ability & Reinforcement)

  - Self-starter with the ability to manage a large volume of diverse and complex tasks

  - Direct experience in fast-paced technology or new media industry required

  - Excellent analytic and strategic planning skills

  - Strong time management and prioritization skills with a demonstrated ability to execute against multiple projects and excel in a fast-paced, results-oriented work environment

  - Excellent written and verbal communication skills; excellent collaboration and interpersonal skills

  - Ability to work with and present to all levels within the organization, including field service team members’ management, cross-departmental teams, and senior leadership

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:

Leadership; Program Management; Meeting Organization; Communication; Agile Methodology

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