Supervisor, Customer Reporting Analytics
The Customer Reporting Group is responsible for reporting on Subscriber related metrics in support of multiple business units and delivery organizations. We maintain a Data Warehouse which houses standardized Subscriber information that is utilized for reporting across the Company. This role supports the Manager, Director, and Executive Director of Customer Reporting.
Ensure the successful design and development of Customer Reporting projects
-- Assist in the develop of Business Requirements for our Data Engineering (developer) partners
-- Work with our Data Engineering partners to perform Data Lineage mappings and Data Modeling
-- Meet with business owners/stake-holders as necessary if outside of Customer Reporting
-- Function as the primary liaison between the Customer Reporting team, Data Engineering team and any additional Business Stakeholders throughout the project life-cycle
-- Design Prototype logic (if required) while the project is under development in order to accommodate interim reporting until the project is successfully deployed in production
-- Collaborate with the Customer Reporting-Visualization and Data Quality team to set up front end reporting and Data Quality checks
Perform/Oversee User Acceptance Testing
-- Apply business knowledge to UAT results to assess whether results are reasonable/expected
-- Compare UAT results against prototype logic to ensure seamless transition
-- Communicate all findings to Customer Reporting Management and Data Engineering partners and act as the primary liaison in the remedy of any reconciling items
-- Provide UAT sign-offs
Reporting Request Management
-- Intake all adhoc/new reporting requests from business partners
-- Use Customer Reporting tools for report development: TeraData, Essbase/SmartView, Tableau, Python, and Comcast Enterprise tools
-- Validate reporting prior to dissemination
-- Document results of applied work processes and practical application of technical standards. Reports results to management. Recommends innovative solutions.
Execute monthly FP&A analytics on Customer Reporting metrics
-- Function as the primary liaison between Customer Reporting and the FP&A group
-- Investigate and compile analytics and commentary around reporting outliers
-- Perform YoY and Forecast/Budget/Actual analysis
-- Prepares and reviews budget materials for leadership. Ensures budget compliance and consistency.
-- Prepares and reviews forecast materials for leadership. Provides ongoing forecasting and testing. Processes sales commissions.
-- Compares financial results to planned or forecasted results and recommends future actions. Analyzes the ongoing profitability of all new business and/or programs entered into by the Company.
Investigative Analytics and Defect Discovery
-- Perform investigative analysis on Customer Reporting trends on a daily, weekly, and monthly basis
-- Research and compile cases for defect submission
-- Support the Customer Reporting Operations team and supporting field contacts in subscriber inquiries
-- 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.
Strategic Thinker and Innovator
-- Can translate business goals into a project lifecycle
-- Creates an environment where new un-conventional approaches are welcomed and successfully applied to existing challenges
-- Improves efficiency, productivity, and business partner satisfaction. Surfaces recurring problems with report processes, policies, or procedures and suggests ways to resolve problems to better serve the team.
Effective Team Leader
-- Understands the Customer Reporting team includes our Business Partners and our common goal for timely and accurate reporting of our Customers and their activities
-- Provides a vision for team. Collaborates and coaches to ensure team stays on task, delivering high quality products on time
Communicator and Marketer
-- Can persuasively articulate the business case for an action and how it drives at a specific achievable outcome
-- Ability to design and disseminate communication about Customer Reporting and our projects, launches and execution plans
Organized Multi-Tasker and Self Motivated Learner
-- Effectively manage multiple projects at one time in a highly organized manner.
-- Self-starter that comes to the table with a passion to learn, positive attitude, and deliver results.
-- Ability to internalize Customer Reporting policy and data warehouse structure.
Required Technical Competencies:
- Moderate understanding of database structure, design, query languages
- Working knowledge of data warehousing, and industry reporting tools
- SQL Experience a must. Microsoft Office experience a must.
- Experience with TeraData, Tableau, Essbase/SmartView preferred
- Experience with JIRA, SalesForce a plus
Education Level-Bachelor’s Degree, Master’s degree preferred
Years of Experience-Generally requires 3-5 years of related work experience
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
- Respect and promote inclusion and diversity
- Do what's right for each other, our customers, investors and our communities
Comcast is an EOE/Veterans/Disabled/LGBT employer