Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation’s largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.
Summary:
Responsible for leading the creation, deployment, and change management of end to end business processes for Comcast Business. This includes an initial heavy focus on processes associated with the Managed Enterprise Services (MES) business, and leading groups of cross functional leaders/SMEs through defining and implementing optimized business processes.
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.
Hard Skills:
- Lead business process creation & deployment activities for several end to end use cases at the same time for Comcast Business.
- Manage complex process problems, facilitating multiple points of view, driving standardization and simplification
- Engage & form strong working relationships with relevant stakeholders
- Establish process alignment through dialogue, meetings, and workshops
- Create & regularly share process documentation
- Support the testing/trialing of new processes with business users
- Explain & educate process change to end users & leaders across business domains
- Support production usage of processes
- Optimize processes based on production learnings and evolutions to the business
- Gather and actively communicate near term/long term objectives
- Actively assess and prioritize workload
- Escalate risk and ask for specific leadership support when appropriate
- Communicate/demonstrate status of work via presentations
- Negotiate and make the right decisions/concessions as needed
- Work well with vendors; including but not limited to Amdocs
Soft Skills:
- Collaborative and vocal
- Assertive and a forward thinker
- Embracer of change and able to articulate it to others
- Cross functional problem solver
- Respected by leaders and front liners across business domains
- Flexible and willing to stretch into the unknown
Job Specifications:
- Bachelorâs Degree or Equivalent
- Generally, requires 6-9 years related experience
- Familiarity with Comcast Business, its products, its business processes, and its stakeholders, preferred
Employees at all levels are expect 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
Comcast is an EOE/Veterans/Disabled/LGBT employer
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