Sr. Technical Program Manager 5 Syndication Customer Experience

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

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. Acts as a technical expert in own area within the organization. May work independently or as part of a team on more complex projects. Provides mentoring and guidance to more junior team members. May be responsible for leading a team but does not directly manage people. Join us as we transform and strengthen the way the world connects. Comcast Technology Solutions is a fantastic place for bright minds and forward-thinkers looking to innovate and evolve with a company they can be proud of. Our roots - and our hearts - are in broadcast and digital video, but as part of Comcast NBCUniversal, we are so much more. From the latest in streaming and AI/ML applications to advanced advertising, metadata, and cybersecurity, there are countless reasons why 93% of our employees rate us as a Great Place to Work. Is this the next chapter in your story? Let's find out. About Comcast Technology Solutions Comcast Technology Solutions, a division of one of the world's leading media and technology companies, brings Comcast Corporation's proven technologies to an evolving list of industries worldwide. We believe in continuous innovation, always looking for new and better ways to connect with our customers, as well as aggregate, distribute, and secure our own content, advertising, and data. We invest in and test these solutions so our customers don't have to. Through our portfolio of solutions we bring these innovations to the global marketplace, enabling our partners to think big, go beyond, and lead the way in media and technology.

Job Description

Core Responsibilities

Identify and monitor customer experience and product performance metrics, 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

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.

Uses prior experience in managing technical programs to research, plan, communicate and achieve objectives through program/project teams

Identifies, confirms and obtains participation from required cross-functional teams. Ensures team clearly understands roles and responsibilities for the duration of the program.

Creates and builds program plans with the team to identify and schedule program scope, including identification and management of critical path tasks. Identifies and manages program critical paths.

Identifies goals and successes criteria, drives the development and implementation of metrics and objectives with key business partners. Raises and resolves conflict.

Obtains and assigns resources to the program plan. Recommends changes as needed

Determines the cost and budget; performs resource forecasting.

Analyzes areas of risk and establishes contingency plans and identifies trigger events and assumes responsibility for initiation corrective actions

Communicates updates on major milestones and keeps all stakeholders informed of progress and issues. Identifies and manages proposed changes to program parameters

Leads core technical team and key field resources through trials and controlled customer deployments.

Consistent exercise of independent and collaborative 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

10 Years

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