Program Manager

Job Description

We are passionate people focused on transforming the customer experience and dedicated to creating innovative solutions to address the unique challenges of our extraordinary scale

Requisition #: R328914 Pub Date: 03/24/22 Apply Now Share This Job With a friend (or yourself)

Job Summary

Responsible for utilizing advanced program management skills and knowledge to follow the organization's strategic plan and lead the large-to-medium and/or moderately complex programs spanning multiple organizations. Delivers outcomes, longer-term improvements and benefits in support of the organization goals. Mentors junior members of the team.

Job Description

This position is in the Residential Services pillar of the Customer experience Technologies (CXT) organization at Comcast. CXT Residential makes home work. We simplify customer sales, billing and service experiences by building consistent, scalable technologies. The Planning & Delivery group in Residential Services runs cross-portfolio initiatives with high complexity and high transparency and leads portfolio management across the organization. This position is for a Program Manager for wireless focused program delivery across our organization to bring together teams for sophisticated and exciting deliveries.

Core Responsibilities

• Understands the scope of programs as defined by the business requirements and budget process. Participates in key planning milestones.
• Identifies, confirms and obtains participation from required cross-functional teams. Works with the other team members and Strategic Business Initiative to do this effectively.
• Builds program plans and maintains program record. Works with the core team to identify and schedule all the work for end-to-end deployment required to fulfill program scope. Identifies and manages program critical path, being mindful of upstream and downstream dependencies.
• Facilitates the development and implementation of key goals, objectives and success criteria for the program with key stakeholders and core team. Works with resource leadership to obtain and assign resources to the program plan within the Transparency record.
• Supports the budget and resource forecasting process.
• Analyzes areas of risk to avoid risky activities by identifying and managing critical paths and risk areas. Establishes contingency plans and identifies trigger events and assumes responsibility for initiation corrective actions. Escalates early to SBI to determine when to engage senior management.
• Works with leadership and core team members to help identify and assist in making program tradeoffs to balance scope, time and costs. Ensures proper documentation.
• Tracks and manages the program schedule and upstream and downstream dependencies. Analyzes the actual performance against the plan and makes adjustments consistent with plan objectives. Works with Strategic Business Initiative to assist in action item resolution and track completion. Ensures program milestones are accomplished and ensures overall committed timelines are met. Documents all major plan changes in scope, approach and date delivery.
• Communicates updates on major milestones and keeps all stakeholders advised of progress and issues. Identifies and manages proposed changes to program parameters and works with Enterprise Program Management and Program Managers to ensure appropriate processes and communications are followed.
• Monitors and ensures quality of program deliverables. Works with core team and key field resources to develop and supervise deployment schedule, strategies and tools to support the implementation of programs in the field through trials and controlled customer deployments.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Ability to work nights and weekends, variable schedule(s) and overtime as vital.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Lead 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 groundbreaking technology, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new insights.
• 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 & diversity.
• Do what's right for each other, our customers, investors and our communities.

Our Team succeeds through...

• Partnership: We work together with business, division and technology partners
• Program leadership: We make the news, not just report it!
• Communication excellence: It matters what we say, when we say it, how we say it, who we say it to, why we say it
• Follow through: Our actions on our words cement our reputation.
• Prioritization: Decisions based on evaluating the data, the program impact, the strategic impact, the people impact, the options
• Sharing: Best practices and success tips are meant to be shared!

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.
• This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.

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

Education

Bachelor's Degree

Relevant Work Experience

7-10 Years