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
Responsible for a variety of programs involving business reengineering efforts that support our operations and customer experience. Works with a cross-functional team that encompasses representation from all divisions to understand current challenges. Works to define our current processes that support the Marketing, Provisioning, Customer Care and Technical Operations and to define the future state that will be enabled through technology. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as a resource for colleagues with less experience.
This is a virtual role however you must reside within the Comcast West Division footprint (WA, OR, ID, UT, AZ, NM, CO, KS, TX, MO, MN, WI).
Job Description
Core Responsibilities
- Performance Analysis, Process management , Training , QA, Tools analysis, Business Partners and Vendor Management Analysis.
- Leads analysis and design of existing and new business processes that span multiple areas of the organization, including Customer Operations, Sales Operations, Marketing, Training, Finance and Legal.
- Develops scalable processes to support and benefit the Company's architecture vision.
- Deconstructs technical concepts and metrics to facilitate process development.
- Helps to define success metrics for each new system or process and establishes a plan to track, monitor and measure the success of those metrics.
- Completes assessments of business processes and documents each of the following areas: problem statements, process flows, gap analyses and solution recommendations.
- Develops repeatable and thus scalable, plans and processes in order to speed time to market and improve operational efficiency.
- Interacts closely with matrixed cross-functional teams (both field and corporate) in order to secure alignment.
- Diagnoses, corrects and documents issues, risks and problems using Quality Assurance (QA) practices.
- 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:
- 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 & diversity.
- Do what's right for each other, our customers, investors and our communities.
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.
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.
Skills:
Customer Experience (CX); Business Processes; Service Delivery; Vendor Performance Management; Customer Care; Metrics Development; Cross-Functional Teamwork
Salary:
Primary Location Pay Range: $77,464.56 - $116,196.83
Additional Range: This job can be performed in Washington with a Pay Range of $63,380.09 - $116,196.83
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
5-7 Years
