Process Efficiency & Improvement Program Manager, ActiveCore Operations-1

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

Job Description:

Job DescriptionJob Summary Comcast 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 Process Efficiency & Improvement expert to join our ActiveCore Operations and lead efficacy projects and activities to ensure continuous best practices, and quality improvement. The successful candidate will have a strong understanding of business processes across product lines and the ability to recommend and implement process changes, procedure redesign, system enhancements as needed to support the business while assisting with quality. Common objectives for process redesign across the business will be to maintain high quality, customer-focused service delivery, to ensure the business remains compliant with ever-evolving business objectives, and to preserve transaction accuracy and efficiency. This position will also have exposure to all levels of leadership with a strong role in collaborating cross-functionally to achieve common objectives. Job Description Core Responsibilities * - Lead and coordinate quality, efficiency projects and activities to ensure continuous best practices, and quality improvement. - Analyze existing workflows and perform best practice benchmark gap analysis. - Develop processes and procedures to effectively meet or exceed customer expectations. - Develop/ update process documentation, work instructions and other tools to support execution - Create workflow templates to streamline processes and increase efficiency. Provide recommendations to departments, work with respective teams on adoption and train teams as appropriate. - Train various functional teams on new and improved processes. - Partner with Legal and Compliance experts to ensure regulatory compliance. - Collaborate cross-functionally on full life cycle process evaluation and improvements. - Conduct on-going research and benchmark against industry best practices. - Organize cross functional groups across departments to work collaboratively toward the effective and efficient pursuit of pre-determined goals. - Prioritize projects to ensure timely completion of deliverables and milestones. - Perform analytics to determine level of impact and use outcomes to prioritize projects process and system Subject Matter Expert. - Partner with product owners and operation leaders to ensure product, process and system requirements are aligned with business objectives and customer experience goals. - 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 projects, duties and responsibilities as assigned. Additional Job Requirements: - Change Management i.e. ADKAR (Awareness, Desire, Knowledge, Ability & Reinforcement) - Knowledge of Agile Methodology and experience working in an Agile-based development environment. - 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

Keywords: comcast, Philadelphia , Process Efficiency & Improvement Program Manager, ActiveCore Operations-1, Executive , Philadelphia, Pennsylvania