Principal Technical Program Manager - Syndication Customer Experience

Comcast - Philadelphia, PA

Full-time - Principal

Philadelphia, PA

Broadcasting and Content Providers

About the position

The Principal Technical Program Manager for Syndication Customer Experience at Comcast is responsible for overseeing technical program management activities for strategic programs. This role involves coordinating cross-functional resources to ensure programs are delivered on time, within budget, and meet defined scopes. The manager will lead complex technical programs, act as a technical expert, and provide mentorship to junior team members while working closely with various teams to enhance customer experience and product performance.

Responsibilities

• Identify and monitor customer experience and product performance metrics, driving actionable improvements in platform and product.
• Partner with internal stakeholders to prioritize bug fixes and new features that will improve the customer experience with video, connected home, and home security products.
• Develop technical expertise in a product area to serve as a technical SME between partners and engineering teams at Comcast.
• Serve as the liaison between operational and engineering leads at our partners and their counterparts at Comcast; operate as the voice of the partner to prioritize work that will best improve the product and drive customer experience.
• Work with our Reliability Engineering, Operations and Analytics teams to measure performance and drive continuous improvement.
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team.
• Interact at executive/senior management level, both at Comcast and our partners, proactively advocating for solutions and managing the escalation process.
• Participate in After Action Review sessions with operations and engineering teams to identify and recommend areas for improvement.

Requirements

• 7-10+ years of program management experience.
• 7-10+ years of experience in technology and service operations (B2B preferred).
• Ability to manage projects in a matrixed model where credibility and ability to influence are paramount.
• Experience with Video, Broadband (cable) and/or Access Network technologies preferred.
• Strong troubleshooting and problem-solving skills, adaptable, proactive, and willing to take ownership.
• Comfortable working in a fast-paced agile environment.

Nice-to-haves

• Experience supporting business objectives in a partnered/outsourced model.
• Possess the ability to rapidly grasp new technologies and abstractions and apply them in a meaningful way.
• Ability to adjust to changing priorities and make quick decisions with limited information.

Benefits

• Medical & Dental
• 401(k) Savings Plan
• Generous paid time off
• Life Milestones support including adoption assistance and childcare resources
• Free digital TV and internet for full-time employees in serviceable areas
• Discount tickets for Universal Resorts including theme park tickets and onsite hotel rooms