Sr. Technical Program Manager - Syndication Customer Experience - Comcast Corporation

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

Job Summary

Responsible for the technical program management activities and alignment for strategic programs, coordinating among a wide range of cross-functional internal and external resources to ensure that programs are within the scope, within budget and on schedule, with guidance from senior staff member(s). Serve as the program lead for specific, defined multi-discipline technical programs or projects of greater than average complexity and scope. Responsible and accountable in the planning, development and delivery of new technical programs. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.

Job Description

*This position is unable to provide work authorization sponsorship or immigration support now or in the future.*

About the Team:

The Technology, Product, Experience (TPX) organization works at the intersection of media and technology and our innovative teams are continually developing and delivering products and next-generation technologies that transform the customer experience.

CTS (Comcast Technology Solutions), a division of Comcast Cable, is uniquely positioned like no other at the nexus of media and technology. With a rich broadcast heritage, continual investments in innovative media technologies, and nearly two decades of on-the-ground experience, we are the market leader when it comes to making all the pieces work together to power both extraordinary experiences and revenue growth.

As a member of the Comcast Technology Solutions team, you are instrumental in making sure Comcast’s portfolio of syndicated products are deployed and performing for our customers as optimally as possible. In this role you will be working with cutting edge video and connectivity technologies while interfacing with global telecommunications providers. 

Are you passionate about digital media, entertainment, connectivity, and cloud services? Do you like big challenges and working within a highly motivated team environment? 

On the CTS MVPD & OS team, we take Comcast’s amazing products and services in Video, IPTV, smart home, broadband and networking, and white label them for the operator community. Our partners own the customer relationship while we own and operate the product experience. We are looking for a customer experience oriented individual to join a team focused on ensuring operational excellence across our product portfolio. We thrive on big challenges, results, quality, and agility. 

Who you will be working with? 

The Partner Xperience Operations (PXO) team works with our Engineering, Reliability, and Production Support teams to ensure that we are delivering high-quality products and services to our partners and their customers.  The team is the primary interface between our syndication partners and Comcast’s engineering teams that develop and manage video, connected home, and home security products for millions of customers around the world.  

  

What are some interesting things you will doing? 

You will have the opportunity to join a growing team that uses data, technical knowledge, and experience to ensure that CTS delivers and operates a world-class suite of products for our customers. In this role you will define measures of success and work across operations and engineering teams to continually raise the bar on our product quality and customer experience. Additionally, you will help leverage best practices across the operator community.  

   

Where can you make an impact? 

You will be working with the best and brightest minds in Comcast to roll out services that will power the next generation of television, broadband, and home automation.  Success in this role is characterized by ongoing team development, staying ahead of customer needs, and proactively identifying opportunities to optimize the customer experience via world-class product improvements. 

What You’ll Do:

• Identify and monitor customer experience and product performance KPIs, driving actionable improvements in platform and product. 
• Partner with internal stakeholders to prioritize bug fixes and new features that will improve the customer experience with video, connected home, and home security products.  
• Develop technical expertise in a product area to serve as a technical SME between partners and engineering teams at Comcast.
• Serve as the liaison between operational and engineering leads at our partners and their counterparts at Comcast; operate as the voice of the partner to prioritize work that will best improve the product and drive customer experience.
• Work with our Reliability Engineering, Operations and Analytics teams to measure performance and drive continuous improvement.
• Must be willing to “jump-in” and start making an impact to the organization from day one.  
• Takes proactive steps to ensure teams meet or exceed customer expectations. 
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team. 
• Interact at executive/ senior management level, both at Comcast and our partners, proactively advocating for solutions and managing the escalation process.
• Serve as a partner-facing SME and escalation point for partners to ensure that “customer pain” issues can be addressed with the proper priority amidst competing development and feature enhancement work. 
• Participate in After Action Review sessions with operations and engineering teams to identify and recommend areas for improvement. 
• Recommend opportunities for process and technical improvements.
• 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.

Skills & Experience We’re Looking For:

• 7+ years of experience in technology and service operations (B2B preferred). 
• Ability to manage projects in a matrixed model where credibility and ability to influence are paramount.  
• Experience with Video, Broadband (cable) and/ or Access Network technologies preferred. 
• Experience supporting business objectives in a partnered/ outsourced model.
• Possess the ability to rapidly grasp new technologies and abstractions and apply them in a meaningful way. 
• Strong troubleshooting and problem-solving skills, adaptable, proactive, and willing to take ownership. 
• Comfortable working in a fast-paced agile environment. 
• Ability to adjust to changing priorities and make quick decisions with limited information. 
• Highly motivated and able to work independently and in a group. 
• Able to take on problems with a minimum set of clearly defined requirements and articulate alternative solutions and approaches to solve the problem 

About Our Perks & Benefits:

We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated.

Here's a look at just some of the perks and benefits we make available to our US-based employees:

• Medical & Dental
• 401(k) Savings Plan
• Generous paid time off
• Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
• Courtesy Services - We offer all of our full-time employees in serviceable areas free digital TV and internet.
• Discount tickets for Universal Resorts, including theme park tickets and onsite hotel rooms.

Learn more at jobs.comcast.com/benefits

Reasonable Accommodation

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.

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 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.

Skills:

Technical Program Management; Program Management; Client Service; Cross-Team Collaboration; Problem Solving; Troubleshooting; Technical Know-How

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

7-10 Years