Sr. Technical Program Manager - Syndication Customer Experience

Comcast - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Broadcasting and Content Providers

About the position

The Sr. Technical Program Manager for Syndication Customer Experience at Comcast is responsible for overseeing technical program management activities for strategic programs. This role involves coordinating with various internal and external resources to ensure programs are delivered on time, within budget, and meet the defined scope. The position requires acting as a program lead for complex technical projects, integrating business priorities, and contributing significantly in a dynamic environment.

Responsibilities

• Identify and monitor customer experience and product performance KPIs, 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+ 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.
• 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.
• Strong troubleshooting and problem-solving skills, adaptable, proactive, and willing to take ownership.
• Comfortable working in a fast-paced agile environment.
• Ability to adjust to changing priorities and make quick decisions with limited information.

Nice-to-haves

• Experience in digital media, entertainment, connectivity, and cloud services.
• Ability to work independently and in a group.
• Highly motivated and able to take on problems with a minimum set of clearly defined requirements.

Benefits

• Medical & Dental
• 401(k) Savings Plan
• Generous paid time off
• Adoption assistance
• Childcare resources
• Pet insurance
• 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.