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Comcast Manager, Customer Experience in Tigard, Oregon

Business Unit:

Job Summary:

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

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.

Job Specification:

  • Bachelors Degree or Equivalent

  • Generally requires 6-9 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer