Manager, AI Enterprise Decisioning Operations

Comcast • Philadelphia, PA

2d • Onsite

About The Position

The successful candidate will be joining the AI Enterprise Decisioning Operations team within the Enterprise Business Intelligence (EBI) organization. The Enterprise Decision Engine (EDE) drives optimal Customer Experiences through Next Best Action, Personalization, and Omni-Channel capabilities. Backed by Artificial Intelligence, EDE is constantly optimizing while flexing to meet changing Customer and Business needs. The AI Enterprise Decisioning Operations team is looking for a self-starting and highly organized individual. The role requires the individual to ensure effective front and backend functionality of applications, establish root causes of application errors, and monitor application performance metrics. As the EDE platform expands its capabilities and integrates into new channels, the production support analyst will act quickly to analyze the available data and find the root cause of the problem while providing users with progress updates. This involves handling and prioritizing incidents, performing impact analysis, coordinating with cross-functional teams, and ensuring timely resolutions.

Requirements

• Offer & Business Rule Expertise: Extensive knowledge and experience of offer availability, eligibility, rules, & catalog.
• Advanced proficiency with SQL (5+ years)
• Advanced proficiency with Excel (5+ years)
• Advanced proficiency with PowerPoint (5+ years)
• Databricks (3+ years)
• AWS Athena (3+ years)

Nice To Haves

• Pega experience / certifications a plus.
• Analytical curiosity: Can deep-dive into disparate datasets and find data-driven opportunities to optimize current functions & processes
• Builder/tinkerer: Thinks outside of the box to build out insightful & informative analysis given available enterprise tools and datasets
• Self-starter: Showcases strong business acumen and can make judgements on what is a high vs. low business priority with minimal direction from leadership
• Highly organized and demonstrated experience defining and implementing business processes
• Excellent stakeholder and interpersonal skills, can keep a close pulse on the strategic priorities and align EDE strategy to meet the broader Xfinity goals
• Nice to have – Tableau, Power BI, Statistical Programming Languages (Python, R, Scala, Spark, etc.)
• Preferred: Experience managing operations for decisioning or campaign tools such as Pega CDH, Adobe Campaign, Salesforce Marketing Cloud or Unica Interact/Campaign.
• Exposure to industry technologies for site personalization, decisioning, analytics, CDPs, CMSs, DAMs, ESPs, DMPs, and dynamic emails.
• Familiarity with incident or defect tracking tools (such as Jira/Rally).
• Experience in marketing or telecommunications industry.

Responsibilities

• Offer decisioning tactic design & management, including consulting with business on business rules, guardrails, and thresholds to precisely target customers for specific offers in omni-channel interactions.
• Monitoring and Alerting: Experience with monitoring and setting up, managing alerts, analyzing system performance, and taking proactive measures to prevent issues.
• Troubleshooting and Debugging: Strong problem-solving skills and the ability to analyze complex issues.
• Communication and Collaboration: Excellent communication skills to interact with stakeholders, developers, and other teams effectively. The ability to convey technical information in a clear and concise manner and collaborate in a team environment.
• Documentation: Proficiency in documenting processes, troubleshooting steps, incident resolution, and maintaining knowledge bases or wikis
• Experience in identifying opportunities to enhance system stability, performance, automation, and implementing best practices.
• Deep dive into existing integrations at a technical and business process level to ensure that platform-to-channel functionality is aligned with current needs of the business.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager