Lead Service Deliver Manager Customer Success amp Operations

Profile

Comcast's Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. 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

Comcast Technology Solutions (CTS) strives to be the most valued partner to those leading the future of media and technology. Leveraging the most complete portfolio of capabilities, unmatched expertise and Comcast's unrivalled infrastructure, we help customers thrive in a rapidly evolving multi-platform world by powering extraordinary experiences to every screen. If you share a passion for contributing your talents to empowered teams, possess an entrepreneurial spirit and are driven by imagination and possibilities, we want to develop and grow your career at CTS. The new world of video delivery, at great scale, over the internet, brings with it a host of opportunities and challenges. As more major global broadcasters, operators and sports rights holders move to new business models, your role at CTS will aim to take the complexity out of their online video strategy and help companies realise maximum return on their content rights investments We are seeking a skilled individual with experience and expertise in service delivery and a broad appreciation of the technology to join our global team.

Job Description

In this role, the Lead Service Delivery Manager will manage the customers' overall operational expectation and requirements and lead communication throughout the relationship. This will entail collaborating with cross-functional groups from development to operations and consulting services to sales, ensuring work is prioritized. They help train and mentor, and possesses a firm grasp on customer satisfaction, project management concepts, service-level management and escalation processes and procedures. This team works in-office in our Centennial, CO location on a hybrid model (3 days/week).

Establish and lead customers overall service delivery and requirements, setting and managing customer expectations

Act as team lead and point of contact for other specialists

Work with operational teams to ensure timely resolution to trouble tickets and manage day-to-day client interaction

Following incidents, manage the communication and coordination with the Development and Operation teams as necessary to come to a quick resolution, and follow up with RCA investigations

Identify and work with internal teams and customer on proactive service improvement initiatives

Interface with Operations Management to improve network health and performance, application support and internal development projects.

Help to develop and drive a customer centric culture that puts the customer at the heart of the business, through acting as a customer advocate

Build a knowledge base of each client's business, organization and objectives

Promote and develop best-practice within the organization and in regard to the Service Delivery function

Continually seek opportunities to increase customer satisfaction and deepen client relationship

Identify, manage and work with customer and internal teams on all operational risks, issues and resolutions

Continuously review operational processes and updated as necessary to ensure continuing maturity of service delivery

Act as key communication contact and internal/external point of escalation for operational issues

Implement customer facing weekly, monthly and quarterly operational reviews

Review and manage SLA and RCA reporting, setting KPI's where required, allowing for trend analysis

Working with cross-functional groups from Development to Operations, Professional Services to Sales

Manage and streamline cross-team processes

On-boarding of new customers and ensuring smooth hand-overs from Professional Services to Operations, Support and customers

Requirements:

Bachelor's degree or appropriate industry experience

Background in Digital/New media

Experience with change control and ITIL service management processes

Experience with high availability systems, Software as a Service, Cloud technology and related SLAs

Understanding of Web Services technologies, including SOAP, REST and related standards would be an advantage

Consulting industry experience and project management exposure would be an advantage

Strong oral and written communication skills required. Must be able to communicate well with senior staff and clients

Strong organizational and time management skills

Attention to detail

Core Responsibilities

Act as team lead and point of contact for all specialists working in the center.

Triage high & medium priority issues: porting, number inventory, FCC letters, double billing issues, other issues as they arise.

Issue documentation and trending to identify opportunities for business efficiencies.

Lead special projects to address issues affecting downstream processes.

Investigate formal and informal customer complaints to resolution within a strict time frame; this includes timely creating letters to the Federal Communications Commission, Attorney General, and Public Utilities Commission in response to customer complaints about voice service. Work with legal, regulatory and executive complaints department.

Contact customer within 24 hours of receiving a case to acknowledge receipt and that the case is being reviewed.

Provide customer credit as deemed appropriate.

Serve as point of contact with divisions and regulatory for communicating gaps or processes breakdowns and drives accountability for resolution.

Maintain positive relationships with personnel across all organizations.

Design and implement process improvements in partnerships with related departments to maximize resources and improve operational efficiencies.

Deliver key performance indicator (KPI) reports on a monthly basis, and ad hoc or other operational metrics as requested.

Identify process/system gaps, coordinate action plan, and support the execution of operational efficiencies.

Drive operational improvement through evaluation, development and implementation of methods and procedures relevant to the center.

Consistent exercise of independent judgment and discretion in matters of significance.

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 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, or any other basis protected by applicable law.

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

Salary:

Pay Range: $85,449.00 - $128,173.50

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

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. 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com