Senior Manager, Change Management

Comcast - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

11-50 employees

Broadcasting and Content Providers

About the position

As a Senior Manager of Change Management at Comcast, you will play a pivotal role in leading the delivery of complex change initiatives within the organization. This position is designed for individuals who are passionate about teamwork and are eager to work with a group of like-minded professionals committed to mutual growth and success. You will be part of the IS Solutions team, which is dedicated to providing best-in-class pricing, packaging, and financial strategies across all Comcast Cable lines of business. Your primary focus will be on ensuring that end users are ready to integrate and adopt new technologies and operational changes into their daily routines. In this role, you will conduct thorough process analyses and provide deployment support in key areas such as business readiness, user experience, acceptance testing, and launch. You will be responsible for developing operational objectives that align with the overall business goals and contribute to the functional strategy development. Additionally, you will manage one or more professional change practitioners and support functions, ensuring that the change management methodologies, processes, and tools are effectively applied to support the adoption of necessary changes. Your responsibilities will include overseeing the planning and implementation of operational readiness programs for various rollouts, managing stakeholder relationships, conducting impact assessments, and ensuring effective communication and training support. You will define quality gates to ensure operational readiness aligns with deployment milestones and develop methods and procedures for end users to address technology and operational process changes. Furthermore, you will review and update training strategies, manage user acceptance testing (UAT) readiness, and maintain defect management processes during testing phases. This role requires a consistent exercise of independent judgment and discretion in significant matters, along with a commitment to regular attendance and flexibility in working hours.

Responsibilities

• Apply change management methodology, processes, and tools to support adoption of changes required by an initiative.
• Oversee the planning and implementation of operational readiness programs for national, regional, and corporate rollouts, including stakeholder management, impact assessments, communications, user experience, UAT, and training support.
• Define quality gates to ensure operational readiness is in line with deployment milestones.
• Develop and define methods and procedures for end users to address deploying technology and operational process changes.
• Ensure operational plans are in line with business objectives.
• Review and update Training Strategy to meet user specific needs.
• Define a training plan to ensure business continuity.
• Review UAT testing strategy and update to meet user group differences.
• Support UAT readiness through the management of the market Readiness checklist.
• Create UAT test plan, test cases, and scripts.
• Manage testing environment requests to include test accounts and required test data.
• Provide centralized defect management for on-site UAT and live trials, maintain the defect and issues log, and conduct daily defect reviews.
• Prepare and communicate daily testing status and defect reports.
• Manage daily testing status and defect tracking.
• Initiate metrics baseline and ongoing collection process.
• Escalate project issues and risks as appropriate.

Requirements

• Bachelor's Degree in a relevant field.
• 7-10 years of relevant work experience in change management or related areas.
• Experience in applying change management methodologies and tools.
• Strong project management skills with the ability to oversee complex initiatives.
• Excellent communication and interpersonal skills to manage stakeholder relationships effectively.
• Ability to conduct impact assessments and develop training strategies.

Nice-to-haves

• Prosci Change Practitioner Certification is a plus.
• Experience in the telecommunications or media industry.

Benefits

• Comprehensive health insurance coverage.
• 401k retirement savings plan with matching contributions.
• Paid time off and holidays.
• Tuition reimbursement for further education.
• Employee discounts on Comcast services and products.