Comcast Careers

Director, Program Management

Philadelphia, PA
Marketing and Communications (Marketing/Communications)

Job Description

Business Unit:

Job Summary:

The Digital Experience Director of Program Management is responsible for defining and executing program and project plans to deliver website and mobile app functionality and user experience enhancements in accordance with the Comcast Business Digital strategy. Partnering with the Digital Experience Program/Project Management team as well as with the cross-functional Digital Experience delivery team, the Director will ensure project scope and digital performance objectives for the program and each project are clearly defined. The Director will ensure appropriate resourcing and assist with budget management to accomplish delivery of program/project scope and meet program/project goals. To ensure program/project objectives are met, the Director will lead the team to ensure requirements and user stories are detailed, site/app user experience is designed, systems/business process impacts are defined, the system solution is defined, developed and tested, the agent and customer education and awareness is drafted and distributed, business objectives and key metrics are identified and measured, and the launch strategy is documented and executed.

The Digital Experience Director of Program Management is responsible for leading the cross-functional team in the delivery of digital enhancements with the following responsibilities:

  • using program/project management process and tools, manage resources, budget, timeline, task delivery, task dependencies, risks, changes, and approvals
  • develop, maintain, and manage detailed program summaries and project plans
  • ensure product requirements documentation and use cases are created to clarify project scope and objective
  • facilitate the design of the digital user experience, meeting customer experience standards
  • ensure the design, development and testing of the systems solutions
  • coordinate the design, documentation and training of supporting business process
  • identify resource constraints across other work streams and projects to mitigate risk
  • create, deliver and manage communications with cross functional teams and leadership
  • use risk management and contingency planning to ensure the program and individual projects remain on track, driving the team to identify solutions / options
  • ensure customer/sales/care tools and training/awareness materials are created and delivered
  • help drive a customer-focused culture across cross-functional teams
  • ensure project results are tracked and measured
  • drive the launch strategy definition and execution
  • Research, design, and develop corporate, division, and/or region level projects that deliver cost-effective services to support the Company's business objectives.
  • Lead projects of major importance to overall business operations. Works with various senior managers and leaders to lay out project implementation guidelines and plan for manpower and/or other resource requirements.
  • Evaluate outside service providers or contractors; provides direction in the development of tailored services; negotiates contract terms and conditions.
  • Assist with staffing requirements relating to corporate projects. Conducts interviews, hires, and trains new employees for specific project assignments.
  • Consistent 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.

The ideal candidate will have significant digital project management experience, with strong change management skills. With a proven and successful track record in identifying, defining and delivering a digital experience strategy meeting customer expectation across the digital journey, the candidate will have a passion for leading and influencing teams to drive innovation with the goal of generating revenue through delivering customer value. Additionally, he/she will have the natural ability to identify and drive process improvements, resulting in operational efficiencies, cost savings and improved employee satisfaction. Additional requirements are:

  • experience with agile methodologies and supporting tools, including Rally
  • business acumen with a strong desire to be part of a customer facing media and services business
  • ability to lead customer focused innovation
  • ability to partner with the cross-functional delivery team and their leaders to drive innovation through encouragement and respect for new ideas and championing change
  • ability to effectively evangelize new methodologies
  • solutions oriented-ability to think fast and move quickly, leading the team to find the right offerings to meet customer need
  • makes sound, logical, and data-based decisions on complex issues and problems, fully considering the risks involved
  • Consistent 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.

Education and Experience

  • Bachelor's degree or equivalent
  • advanced degree preferred
  • 10+ years digital project management or related experience preferred
  • 7+ years quantitative and business analysis skills
  • Telecom or customer facing media and services business experience highly preferred
  • knowledge of business, management and marketing principles and practices
  • 7+ years agile methodologies experience preferred

Key Character Traits

  • responds constructively to new demands, priorities, or challenges
  • demonstrates resilience in the face of rejection, setbacks, or resistance
  • adapts leadership and partnership style to fit each situation
  • confronts and works to resolve tough performance and organizational issues; takes an appropriate stand when needed
  • fosters a culture that supports people who take well-reasoned risks, and helps them deal with failures in a positive way
  • exemplary and demonstrated communications skills including ability to clearly articulate broad complex concepts to different audiences and ability to present to leadership and large groups
  • acts as a catalyst and engages the team through his/her enthusiasm and excitement about the business and opportunity
  • ability to communicate the higher-level business and strategic goals of the group to leadership and the cross-functional team
  • excellent problem-solving skills with the ability to pragmatically evaluate commercial concerns and customer/partner needs
  • consistently meets or exceeds goals, conveys a sense of urgency and drives projects to closure
  • ability to exercise independent judgment and discretion in confidential matters of significance
  • enthusiastic, dynamic, high-spirited, and collaborative; ability to influence across departments within an organization
  • relentlessly positive and optimistic, yet grounded in reality to proactively identify risks to elevate for mitigation
  • high level of integrity, both personally and professionally; respectful of others; leads by example
  • ability to travel as required

Comcast is an EOE/Veterans/Disabled/LGBT employer