Job Summary
Product Experience & Readiness Team provides an enterprise shared service to deliver end-to-end solutions and support for employee product and service trials and device operations. The Trial & Device Operations team provides organizational, operational, and consultative support to launch successful employee trials and device testing across an array of functions including legal, employee engagement, account creation and management, device operations, Trial design, analysis and reporting. We seek someone with critical thinking skills, an eye for detail, and who can work with diverse stakeholders and tools to achieve program milestones. The ideal candidate(s) will possess exceptional organizational skills, a proven track record of managing complex programs, and strong interpersonal skills. The individual will have empathy for our employees and customers, a passion for our products and services, and a strong desire to solve challenging issues with confidentiality and respect. This role requires accurate, confident, and confidential account management while engaging and building a strong relationship with teammates and partners. Communication is open, warm and friendly delivered through both verbal and written means via various platforms: SMS, ECM, Teams, eChat, Jira, Slack, email and/or phone. This role will support the Employee Trial & Device Operations team within the PX&R organization, reporting to the Product Experience Sr. Director. As a Sr. Manager of Employee Trial & Device Operations, this individual will be responsible for oversight and management of the Employee Trial & Device Delivery Managers. This role will own the delivery aspect of the end-to-end Trial Enablement process, all device and account enablement needs for trial and employee testing, and the successful execution of all aspects by the Delivery Managers.Job Description
Core Responsibilities
Provide leadership and management to the Employee Trial & Device Delivery Managers. Possesses staffing accountability, including recruitment and retention, hiring & performance management, and leadership and professional development.
Build and maintain strong, collaborative relationships with all internal clients and key stakeholders across the organization to align on strategic initiatives, key goals, objectives, and success criteria of the program.
Demonstrate strong written and verbal communication & organizational skills, including exceptional attention to detail. Creates and delivers executive level presentations for various aspects of the role, including strategic initiatives, project readouts, and others as necessary.
Create and drive standards of project management across the team including the establishment and adoption of various best practices and templates for trial definition and requirements gathering, project management, status reports, project outputs.
Facilitate meetings, manage set agendas, actively guide discussions, and facilitate productive collaboration towards achieving desired outcomes, while maintaining a focused and timely meeting flow.
Creates, executes against, and monitors detailed project plans, with cross-dependencies mapped. Documents and articulates clear timeline expectations and defined roles and responsibilities.
Own the end-to-end trial enablement process including all tools, templates, and key dependencies, while driving continuous improvement through self-assessments to identify and provide recommendations to elevate the deliverables and value for the organization and our internal partners.
Manage the implementation and overall structure of the employee trial platform (Centercode). Stay up to date with functional enhancements & trial methodologies and plan & drive integration into existing trial processes to evolve and align with business objectives.
Analyze and extract various trial data from key tools and provide insights and recommendations at each stage of trial. Create and summarize data in professional presentations based on audience type. Establish standards across the team.
Support the Trial Program Managers by consulting and ensuring the successful delivery of all trial design requirements. Inform Trial Program Managers and business partners on all functional capabilities and trial methodology best practices. Maintain airtight alignment across the team.
Support the creation of reporting on all trial feedback by collecting, cleaning, analyzing, and interpreting the datasets to extract actionable insights that inform business decisions, by utilizing data visualization tools to present findings in a clear and compelling manner.
Own the procurement, allocation, distribution, and tracking of all test devices for Comcast employees.
Support the management of trial portfolio including intake, roadmap and planning, resource allocation, dashboards, and readouts to various stakeholders.
Own the device & account creation, enablement, and logistics processes for employee use at home, in office, and various work locations to ensure employees can perform their job, while driving continuous improvement through self-assessments to identify and provide recommendations to elevate the deliverables and value for the organization and our clients, including Comcast and Sky.
Communicate and solution logistic and product issues with trial participants during all phases of the participant lifecycle: Recruitment and onboarding, device logistics, trial activation and participation, device return and trial closure process.
Assess/Analyze participant participation/behavior to maximize participation effectiveness.
Other duties and responsibilities as assigned.
Required Skills:
Critical thinking and proficiency in problem-solving and solutioning. Ability to break down complex problems into simpler ones.
Possess strong technical acumen to learn, understand, and effectively leverage tools, platforms, and systems.
Hold a continuous improvement mindset through self-assessment, identifying opportunity, and implementing change.
Develops and maintains performance metrics to make informed recommendations for strategic decision making.
Strong verbal and written communication skills with the ability to tailor content with the appropriate level of detail for various stakeholder consumption.
Strong documentation skills including journey mapping, process, and solutioning flows.
Distill and organize complex information, understanding the intended audience, and delivering the information appropriately.
Strong interpersonal skills and demonstrated success in working and influencing in a cross-functional environment
Build and maintaining strong organizational knowledge as it relates to the function of managing projects and cross-enterprise programs
Self-starter that can self-manage multiple priorities and projects at a time and be adaptable to ever changing environment.
Presentation skills
Operates in a fast-paced cross-functional environment.
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, including time in office.
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 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, genetic information, or any other basis protected by applicable law.
Skills:
Program Management; System Knowledge; Administrative Organization; Continuous Business Process Improvement; Content Management; People Management; Inventory Management
Base 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 to eligible employees. 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 compensation and 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.
Relevant Work Experience
7-10 Years
