Sr. Mgr., Bus Ops Solutions Deployment

Comcast Philadelphia, PA

About the Job

Business Unit:

Role Overview:

The Senior Manager of Business Operations Solutions Deployment is a key member of the Business Operations Solutions team within Xfinity Mobile Customer Care Operations organization.& It requires deep expertise field engagement, operations, communications, program management, agile development and deployment.

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In this role, you will support the ongoing release management and deployment of Sales and Care tools and functionality for Xfinity Mobile where your focus will be on ensuring the flawless roll out of new platforms and enhancements to our call centers across all Xfinity Mobile custom and enterprise sales and care tools.

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Core Responsibilities:

  • Drive strategies that ensure that customer and employees are at the center of our user experience
  • Serve as the “voice” of the frontline agents with across the organization, advocating for the needs of call center agents
  • Represent the needs of all call center agents – sales and care – for issues and new enhancement requests
  • Support stakeholder engagement, interacting closely with a matrixed cross functional team (both wireless and cable) in order to secure alignment and solution excellence
  • Track and communicate release notes to our business stakeholders
  • Drive prioritization, resolution, validation, deployment and communications of issues impacting the Care and Telesales teams
  • Support identification and technology solutions for top call drivers impacting Care Operations
  • Work closely with the development team to prioritize and complete enhancements

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Interpersonal Competencies:

  • Requires demonstrated experience driving cross-functional initiatives
  • Requires outstanding communications and a history of productive collaboration across multiple levels of company personnel
  • A passion to transform our customer experience and employee experience
  • Team player with a “can-do” attitude
  • Strong organizational skills, follow through and demonstrated leadership
  • Self-starter that uses creative problem-solving skills to resolve issues
  • Strong customer-service orientation toward internal and external customers
  • Ability to communicate and connect with all levels of the organization
  • Ability to use personal influence to build positive working relationships with subject matter experts
  • Ability to “negotiate to a win-win” resolution for all parties
  • Exceptional attention to detail and ability to progress multiple projects in parallel
  • Ability to use and analyze data to identify process improvement opportunities
  • Strong problem solving and critical thinking skills
  • Strong and effective verbal and written communication skills, specifically related to business and technical writing – ability to “tell the story”

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Experience:

  • Practical experience in Customer Service, Operations, MIS, and/or IT areas strongly preferred.
  • Cable, telecommunications or technology industry experience required.
  • Program Management experience required
  • Experience with the software release management, specifically the Agile methodology, strongly desired

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Job Specifications:

Education Level-Bachelors Degree or equivalent

Years of Experience-Generally requires 5-7 years of relevant experience





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Comcast is an EOE/Veterans/Disabled/LGBT employer