Manager, Program Implementation

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)Job SummaryThe Manager, Tools & Operations Optimization is responsible for driving operational excellence across employee‑facing platforms by managing daily performance, continuous improvements, and issue resolution. This role leads tool enhancements, backlog prioritization, and incident management while partnering closely with product, technology, and operations teams to ensure stable, efficient, and scalable solutions. The manager focuses on improving employee experience, reducing operational friction, and increasing process efficiency through standardization, automation, and disciplined execution. Responsibilities include translating business needs into clear requirements, overseeing testing and quality assurance, managing system logic and changes, documenting processes, and resolving complex escalations through effective cross‑functional collaboration and stakeholder communication.Responsibilities:Job DescriptionManage XPE and Gratis site enhancements, incidents, and backlogs, including writing detailed business requirements, ticket creation and tracking, partnering with development teams, testing, and coordinating agent communicationsDrive opportunities from ideation through impact assessment, business case development, requirements, build, testing, and launch - utilizing strong project management and cross functional collaborationIdentify and execute opportunities to improve employee experience, enhance process efficiency, reduce response times, and minimize duplicate ticketsPursue automation opportunities across process workflows and AI technologyLead coordination with CXSO XPE and Gratis teams on tool enhancements, including business case development, requirements documentation, and end-to-end implementation and analysisServe as primary point of contact and PXR representative for CXSO XPE and Gratis managers and supervisors; host ongoing working sessions, set agendas, and facilitate information sharing and feedbackServe as primary point of contact and PXR representative for development teams supporting XPE, Gratis, XPE Wizard, and future toolingManage eligibility engine API logic and implementation, ensuring accuracy and alignment with business needs through ongoing development team partnershipManage rate code changes and enhancements; partner regularly with Information System and Product teams to ensure alignment across product launches and strategic initiativesDocument processes, policy decisions, technical workflows, and “how-to” guides related to tools and implementationOwn, track, manage, and resolve employee XPE escalations, engaging directly with employees and cross functional teams across business, care, and product groupsUpdate XPE and Gratis accounts across CSG and Amdocs systems to support customer needs and broader business initiativesProvide ongoing support through shared XPE inbox, CXSO partners, and escalation channelsConduct testing and quality assurance across platforms to ensure accuracy, stability, and complianceSkills:Demonstrates strong independence and initiative, proactively identifying needs, driving work forward, and removing obstacles with minimal direction.Builds and sustains effective relationships across teams and levels, fostering collaboration, trust, and clear communication.Develops high quality presentations and workflow documentation, translating complex information into clear, actionable visuals and narratives.Leads and facilitates meetings with intention and structure, ensuring productive discussions, clear outcomes, and alignment among stakeholders.Strong project management and cross functional coordinationExpertise in requirement writing, process documentation, and system logic comprehensionHigh attention to detail and strong analytical skillsAbility to identify process gaps, efficiency opportunities, and automation use casesEffective stakeholder management across operational, product, development, and care organizationsStrong communication skills, including leading working sessions and driving alignment across teamsAbility to manage APIs, rate code logic, and system implementation detailsStrong problems solving skills and ability to resolve complex escalationsComfort managing backlogs, incidents, testing cycles, and production changesConsistent 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) as necessary.Other duties and responsibilities as assigned.Employees At All Levels Are Expected To:Understand our Operating Principles; make them the guidelines for how you do your job.Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.Win as a team make big things happen by working together and being open to new ideas.Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.Drive results and growth.Support a culture of inclusion in how you work and lead.Do what's right for each other, our customers, investors and our communities.Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.Skills:Business Case Development; Stakeholder Management; Project Management; Process Efficiencies; Business Requirements; Continual Improvement Process; End to End ImplementationBase pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.EducationBachelor's DegreeWhile 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.Relevant Work Experience5-7 Years