Manager, Customer Experience Strategy & Operations

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

Plays a significant role in defining and leading triage processes and policies for Pay, Change and Leave journeys with a goal of contributing to the overall of reduction of customer effort and pain through funneling experience improvement recommendations into the functional journey model. Responsible for defining critical partnerships for triage efforts and establishing a cadence and schedule for deep dive reviews by a cross section of teams of stakeholders focused on various aspects of improving customer experience.

Job Description

Core Responsibilities

• Helps oversee intake process and framework for triage effort s for Pay, Change and Lea ve journeys .
• Maintains worklist and review process for triage items and supports team efforts to surface issues for calibration with optimization and transformation teams.
• Provides critical analysis of customer experience pain points impacting Pay, Change and Leave journeys. Evaluates existing flow, processes and systems to identify gaps contributing to pain in the customer experience and surfaces for potential solutioning with journey team.
• Aids in the evaluation of new triage items for scope of impact , identifying metrics and data sources to help define and tell the story of the customer experience.
• Leads efforts to partner with analytics teams to get sizing of issues and full range of impact to the business to ensure key metrics impacted are available for calibration discussions.
• Works to build partnerships and collaborate across channel owners and work groups in order to collaborate on core business challenges and appropriately document and define them.
• Actively manages , tracks status of and reports out on triage initiatives including items that fall into defined strategic initiatives.
• Develops repeatable and thus scalable, plans and processes in order to speed time to market and improve operational efficiency.
• 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 :

Disclaimer :

Comcast is an EOE / Veterans / Disabled / LGBT employer.

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. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

Skills :

Customer Experience (CX); Operations Processes; Strategic Objectives; Process Changes

Salary :

National Pay Range : $77,395.20 USD-$181,395.00 USD

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

10 Years , 5-7 Years, 2-5 Years, 0-2 Years, 15 Years , 7-10 Years

Salary : $77,395 - $181,395