Manager, Customer Experience at Comcast

Expires in 3 days

Job Summary:
Responsible for ensuring end user readiness to integrate and adopt new technology and supporting processes into daily operations. Conducts on-site process analysis and deployment support in the areas of marketing readiness, user acceptance testing, and live trial.
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 feedinto the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
  • Drive results and growth
  • Respect and promote inclusion and diversity
  • Do what's right for each other, our customers, investors and our communities

Core Responsibilities:
  • Implements deployment readiness program for regional rollouts, including communications, UAT, and training support for call centers.
  • Defines quality gates to ensure market readiness is in line with deployment milestones.
  • Develops and defines methods and procedures for end user to address deploying technology and operational process changes.
  • Reviews and updates Training Strategy to meet region specific needs.
  • Defines a training plan to ensure business continuity.
  • Reviews UAT testing strategy and updates to meet regional differences.
  • Supports UAT readiness through the management of the market Readiness checklist. Creates UAT test plan, test cases, and scripts.
  • Manages testing environment requests to include test accounts and required test data. Provides centralized defect management for on-site UAT and live trials, maintains the defect and issues log, and conducts daily defect reviews.
  • Prepares and communicates daily testing status and defect reports. Manages daily testing status and defect tracking.
  • Initiates metrics baseline and ongoing collection process in region. Escalates project issues and risks as appropriate.
  • 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.

Job Specification:
  • Bachelors Degree or Equivalent
  • Generally requires 6-9 years related experience>
  • Generally requires 6-9 years related experience>

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