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Manager, XNET Customer Experience

Company: Comcast Technology & Product
Location: Colorado Springs
Posted on: August 16, 2019

Job Description:

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 fastforward your career at Comcast. Military Experience Welcomed! Day 1 Benefits for New Hires! Job Summary: Responsible for ensuring end user readiness to integrate and adopt new technology and supporting processes into daily operations. Conducts process analysis, deployment and reporting support in the areas of marketing readiness and communications for residential and Comcast Business customers throughout the XNET process. You must be able to demonstrate a history of self-directed work. Strategic needs: Responsible for planning, executing, and evaluating project customer experience touchpoints according to predetermined timelines. Ensures quality control throughout the project lifecycle ensuring the customer comes first through planning and evaluating the project activities Works with WD and Region teams to lay out project implementation guidelines and plan for manpower and/or other resource requirement in support of the customer Creates advance reporting to show progress and ability to reduce customer impact and improves customer communication Responsible for: Divisional communication plans for all customers (Residential, CB, MDU) including but not limited to: Maintenance letters, email notifications, in-browser alerts, TV alerts, door tags, community (CAR), customer calls, and escalations Managing team of contractors responsible for outbound communication to CB customers. 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 - 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 Specifications: - Bachelor's Degree or Equivalent - Generally requires 6-9 years related experience Additional Requirements - SQL knowledge is desired Comcast is an EOE/Veterans/Disabled/LGBT employer

Keywords: Comcast Technology & Product, Colorado Springs , Manager, XNET Customer Experience, Executive , Colorado Springs, Colorado

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