Senior Manager, Change Management

Comcast - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

10,001+ employees

Broadcasting and Content Providers

About the position

Comcast is seeking a Senior Manager of Change Management to lead the delivery of complex change initiatives within the IS Solutions team. This role is pivotal in ensuring that end users are ready to integrate and adopt new technologies and operational changes into their daily operations. The Senior Manager will conduct process analysis and provide deployment support in areas such as business readiness, user experience, acceptance testing, and launch. The position requires the development of operational objectives that align with business goals and contributes to the functional strategy development. The Senior Manager will also manage one or more professional change practitioners and support functions, fostering a collaborative environment focused on growth and success. The Senior Manager will apply change management methodologies, processes, and tools to support the adoption of changes required by various initiatives. This includes overseeing the planning and implementation of operational readiness programs for national, regional, and corporate rollouts. Key responsibilities include stakeholder management, conducting impact assessments, managing communications, enhancing user experience, and providing training support. The role also involves defining quality gates to ensure operational readiness aligns with deployment milestones and developing methods and procedures for end users to address technology and operational process changes. In addition, the Senior Manager will review and update the training strategy to meet user-specific needs, define a training plan for business continuity, and manage user acceptance testing (UAT) strategies. The position requires the management of testing environment requests, centralized defect management, and the preparation of daily testing status and defect reports. The Senior Manager will initiate metrics baselines and ongoing collection processes, escalating project issues and risks as necessary. The role demands consistent exercise of independent judgment and discretion in significant matters, along with regular attendance and the ability to work variable schedules, including nights and weekends as needed.

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.
• 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 stakeholder management skills.
• Ability to conduct impact assessments and manage user experience.

Nice-to-haves

• Prosci Change Practitioner Certification is a plus.

Benefits

• Comprehensive health insurance coverage.
• 401k retirement savings plan.
• Paid time off and holidays.
• Tuition reimbursement for further education.
• Employee discounts on Comcast services.
• Flexible spending accounts for healthcare and dependent care expenses.
• Wellness programs to promote health and well-being.