Process Efficiency & Improvement Program Manager, ActiveCore Operations-Customer Service

Company: Comcast
Location: Philadelphia
Posted on: February 25, 2021

Job Description:

Job SummaryComcast Business is passionate about making the customer experience simple, consistent, and digital. With continuing growth of our products and operations, we have an exciting opportunity for a Customer Experience expert to join our ActiveCore Operations and build a CX program in pursuit of advocating, evangelizing, and leveraging insights to improve our customers journey and overall experience. The ideal candidate will have a proven track record in the strategy, setup, execution, and management of a scalable CX Program. The successful candidate will have strong data analytics experience, be customer-obsessed with a passion for technology, and strive to continuously improve our service engine that solves today s customer problems and prevents tomorrow s.This role is responsible for:- Managing the ActiveCore CX survey program (Customer Net Promoter Score)- Managing the ActiveCore Operations eNPS program (Employee Net Promoter Score)- Leading the ActiveCore Customer Retention Program (Includes retaining customers and processing credit requests)Job DescriptionCore Responsibilities

• ActiveCore CX NPS survey program: - Maintain and improve the ActiveCore NPS survey program. - Contact ActiveCore customers requiring immediate call back and manage issue(s) through resolution. - Complete customer feedback analysis and executive summaries - Develop and implement initiatives that will increase customer satisfaction. ActiveCore Operations eNPS program: - Standup and maintain the ActiveCore Operations improvement program. The program will promote on-going employee feedback and recommendations that will drive employee focused operational efficiencies initiatives. - Complete employee feedback analysis and executive summaries. - Develop and implement initiatives that will increase employee satisfaction. Customer Retention: - Stand up an ActiveCore Operations Retention Program - Process billing and credit inquires for ActiveCore customers Program Manager Responsibilities: - Monitors and ensures quality of deliverables. - Tracks and manages the program schedule and upstream and downstream dependencies. - Deliver outcomes, longer-term improvements, and benefits in support of the organization goals. - 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. Additional Job Requirements: - Change Management i.e. ADKAR (Awareness, Desire, Knowledge, Ability & Reinforcement) - Self-starter with the ability to manage a large volume of diverse and complex tasks - Direct experience in fast-paced technology or new media industry required - Excellent analytic and strategic planning skills - Strong time management and prioritization skills with a demonstrated ability to execute against multiple projects and excel in a fast-paced, results-oriented work environment - Excellent written and verbal communication skills; excellent collaboration and interpersonal skills - Ability to work with and present to all levels within the organization, including field service team members management, cross-departmental teams, and senior leadership 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.EducationBachelor's DegreeRelevant Work Experience7-10 YearsBase 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 on our careers site for more details.

Keywords: Comcast, Philadelphia , Process Efficiency & Improvement Program Manager, ActiveCore Operations-Customer Service, Executive , Philadelphia, Pennsylvania