Comcast Manager, Customer Experience in Tigard, Oregon
Responsible for ensuring end user readiness to integrate and adopt new technology and supporting processes into daily operations. Conducts on-site process analysis and deployment support in the areas of marketing readiness, user acceptance testing, and live trial.
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 and diversity
Do what's right for each other, our customers, investors and our communities
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.
Bachelors Degree or Equivalent
Generally requires 6-9 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer
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