Manager, Customer Experience at Comcast in Atlanta, GA

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Description

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.



Job Summary:

The Customer Experience Manager is responsible for the development, implementation and ongoing management of strategic programs, reporting solutions and insights to support Net Promoter System and Score (NPS) growth. Program governance, analytics, stakeholder management and process optimization are key aspects of the role. May manage a team including exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies. Assists in development and meeting of departmental budget.

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

- Creates actionable insights and understanding, through the analysis of both quantitative and qualitative data, building recommendations that directly address customer experience and business objectives.

- Tracks, analyzes and develops reporting to highlight key changes in customer experience and operational trends by leveraging tools such as Tableau and Excel.

- Works with business intelligence and data science professionals to develop requirements for technical reports, models and other resources to support root cause analyses and forecasting.

- Supports planning, development and implementation of programs to address key customer experience challenges and opportunities across multiple functions and departments.

- Evaluates planned changes to operations to determine potential impacts to the customer experience. Also ensures impacts are accurately integrated into forecasts.

- Works with survey program administration teams to evaluate volume distribution, mix and other key criteria to ensure program results are representative and compliant with overall design objectives.

- Carries out post-event analyses to validate forecast assumptions and identifies all additional factors associated with changes.

- Maintains strong support relationships with managers, leads, end- users and other key stakeholders across all business areas.

- Identifies possible conflicts with existing strategy and recommends cost- effective alternatives.

- 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.

Education Level-Bachelor's Degree or Equivalent,

Years Experience-Generally requires 6-9 years related experience.

Additional Requirements:

Master's degree in Analytics or MBA preferred.

Field of Study Business and/or Technical (quantitative disciplines)



Comcast is an EOE/Veterans/Disabled/LGBT employer

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