Technology & Product Reliability - Unassisted Experience at Comcast (Philadelphia, PA)

| Philadelphia, PA
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Comcast's Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. We offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia). Some roles can work virtual full-time if they are not near a Tech Hub, but that is dependent upon the needs of the position and amount of collaboration required.

Job Summary
Responsible for the overall performance of financial operations by achieving operational compliance, adherence to budgets and reinforcing strategic direction in daily operations. Ensures compliance with industry and Company technical requirements, standards, policies and procedures. Promotes a customer-driven service culture. Acts as a champion through continued focus on proactively identifying and addressing processes impacting engineering. Manages a team which may include exempt and non-exempt employees. Serves as subject matter expert and provides guidance to employees as required.

Job Description

The Technology, Product, Experience (TPX) organization works at the intersection of media and technology and our innovative teams are continually developing and delivering products and next-generation technologies that transform the customer experience.

Reliability Experience and Global Product Operations, led by James Manchester, SVP and Chief Reliability Officer, is responsible for developing and leading the programs that allow us to deliver on our dedication to providing the best, most reliable network, product, and service experiences, as well as a consistent standard of excellence, across our customer base, inclusive of those from Sky and our syndication partners. This group also partners closely with Xfinity Growth, Innovation, and Experience (XGIE), our residential consumer business unit, and the field to develop solutions that allow us to grow market share in unique channels, including multi-dwelling units, retail and higher education campus environments.

About the Team

TheProduct Quality and Reliability Team creates broad visibility for the TPX organization and leadership up to the President of TPX into the technical performance and quality of Comcast's products and infrastructure. We work with end-to-end engineering and operations teams across TPX to drive continuous improvement in the reliability and customer experience of products, especially in areas requiring multi-faceted analysis, viewpoints, and programs.

You will use broad program management, analysis, and communication skills as well as technology knowledge to lead Quality Program component(s) in the Customer Interaction space, focusing on the unassisted experience. You will be responsible for reviewing data, performing analyses, leading meetings, and preparing weekly presentation materials to inform and solicit feedback from internal stakeholders about the quality of our products, and critically, what we're doing to make it better!

Core Responsibilities
  • Understands the scope of programs as defined by Product Quality & Reliability and TPX leadership. Participates and leads key planning milestones and meetings.
  • Understands data reporting nuances to make meaningful comparisons and relevant charts
  • Works with analytics teams and /or directly performs analysis and data reviews to identify trends and drivers of reliability program scope
  • Builds quality program plans and maintains program record and status. Works with the core team to identify and drive required activities to completion. Identifies and manages program critical path, being mindful of upstream and downstream dependencies.
  • Identifies, confirms, and obtains participation from required cross-functional teams
  • Facilitates the development and implementation of key goals, objectives, measurement methodology and reports, and success criteria for the program with key stakeholders and core team.
  • Provides consultative function to TPX, Business and Field teams on process and customer experience improvement
  • Interprets company operational and NPS goals into functional goals and strategies
  • Acts as a program point of contact for senior management stakeholders
  • Consistent exercise of independent judgment and discretion in matters of significance and sensitive information


Qualifications
  • A high level of intellectual curiosity and drive to learn independently as well as through others
  • Hard skills for exploring data (Excel, SQL, Tableau, Splunk), clear written / verbal communications, and ability to create crisp PowerPoint slides for executive audiences
  • Great soft skills, positive attitude, and ability to work collaboratively
  • Persistence to ask questions, solve problems, work through barriers, and continually innovate how we work
  • Consistent focus on delivering better reliability and customer experience


About Our Perks & Benefits:

We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated!

Here's a look at just some of the perks and benefits we make available to our US-based employees:
  • Medical & Dental
  • 401(k) Savings Plan
  • Generous paid time off
  • Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
  • Courtesy Services - We offer all of our full-time employees in serviceable areas free digital TV and internet.
  • Discount tickets for Universal Resorts, including theme park tickets and onsite hotel rooms.


Learn more at https://jobs.comcast.com/life-at-comcast/benefits

Reasonable Accommodation

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

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.

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 benefits summary on our careers site for more details.

Education
Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relative Work Experience
5-7 Years

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
More Information on Comcast
Comcast operates in the Digital Media industry. The company is located in Philadelphia, PA, New York, NY, Universal Parks & Resorts, FL, Miami, FL, Universal City, CA and Sunnyvale, CA. Comcast was founded in 1963. It has 68848 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 403 open jobs at Comcast, click here.
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