Sr. Manager, CX & Growth Strategy

Comcast•Houston, TX

About The Position

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 This position is responsible for the day to day governance of the business partner customer experience and growth strategies. Responsible for the relationship management and operational execution of one or more of the company's strategic suppliers. Interfaces with and incorporates the strategic suppliers into the organization while monitoring their ongoing performance. Implements overall sourcing strategy and monitors all activities including call quality. Develops, implement and monitors operational plans while also contributing to functional strategy development with a high degree of impact on business results. May manage a team including exempt and non-exempt employees. Provides subject matter guidance to employees as required.

Requirements

Skills Customer Experience (CX), Leading by Influence, Learning Content Design, Operational Execution, Proactive Behavior, Strategic Storytelling
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.
7-10 Years

Responsibilities

Manage the relationship with one or more of the strategic suppliers; e.g. tier 1 and tier 2 providers; for infrastructure and application services .
Provides support to outsourced vendors, suppliers in working with other organizations within Comcast in order to enable the supplier have access to Comcast's systems and applications.
Prepares detailed supplier vendor assessments, analyzing vendor supplier performance to evaluated compliance, quality assurance and service levels and insist on corrective action as necessary.
Determines operational strategies by monitoring key metrics.
Provide performance management, training and quality assurance (QA) excellence development.
Provide input to the project manager by identifying and evaluating state-of-the-art technologies and defining user requirements.
Provides support to outsource vendors in working with other organizations within Comcast in order to enable vendor to have access to Comcast's systems and applications with overall budget.
Drives supplier vendor to improve sales opportunities, facilitating sales rallies, incentives, and contests and coaching.
Defines training requirements for outsourced vendors, suppliers and ensures vendors, suppliers have adequate training programs to support operations.
Define resource forecasts for each vendor that is in alignment.
Implement processes and organizational capability to execute supplier contract and relationship management.
Monitor strategic supplier's performance.
Manage, with suppliers, design and administer Comcast company surveys and other feedback processes.
Monitor and improve the quality of the relationship between Comcast the company and the supplier.
Ensure supplier and Comcast the company are in compliance with contract terms and conditions, commitments and notifications.
Interacts with strategic supplier to ensure that daily operations meet contractual obligations and outcomes.
Manage supplier performance audits (regulatory, technical, security, risk etc.) for the supplier and provide feedback to Comcast company leadership team on performance.
Provide feedback to the supplier on supplier performances and ensure resolution of escalated issues with the supplier.
May be responsible for creating vision, clear direction and strategy for teams.
May establish, manage and coach team to clear objectives and performance expectations.
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.