Manager, Pay Journey CX Strategy & Operations

Comcast | Virtual, PA

06/22/2022

Job Summary
Plays a significant role in leading efforts design to improve billing and payment experiences for our customers and employees. Responsible for strategic alignment on prioritized Pay Journey programs and ensures operational roadmaps are aligned with business objectives and pay journey core principles. Actively manages pay journey elevations and escalations for roadmap consideration. Actively supports pay journey program management for customer experience initiatives. Contributes to functional strategy development.
Job Description

Core Responsibilities

  • Evaluates new project intakes for appropriate scope, objectives, deployment timeline and business impact.
  • Actively manage, track status, and report out on all active associated pay journey programs.
  • Coordinate the pay journey prioritization with our business owners, XGIE, CXT, cross journey and cross functional teams each quarter and annually.
  • Own the management and relationship with our key channel leads to continue to align roadmaps for all our active pay journey programs.
  • Continue to provide awareness and strategic alignment for pay journey deployments, roadmaps, goals and objectives.
  • Implements company policy, procedures, standards and goals.


  • Leads projects of major importance to overall business operations. Works with various senior managers and leaders to lay out project implementation guidelines and plan for manpower and/or other resource requirements.
  • 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 ) and overtime as necessary.
  • Other duties and responsibilities as assigned.


  • 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.

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

5-7 Years

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June 26, 2022