At a glanceSummarised by Seekless from the posting.
Must have2
5+ years of experience working on implementation or similar projects and/or program management
Demonstrated success implementing large scale enterprise software/networking/security solutions
Eligibility2
Must be able to read, write and speak English
Comcast is an EOE/Veterans/Disabled/LGBT employer
About the company
Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
Job Summary
You are an “Implementation Expert” and act as the primary liaison between Comcast Business and the customer on installations for their newly contracted services. You goals are to drive timely deliverables according to the Service Level Agreement, while creating an excellent customer experience .
The Project Manager 2, Project Management, oversees the entire life cycle of straightforward to moderately complex projects. They ensure planned results are achieved within budget and on time by developing budgets and timelines. They track critical project milestones and coordinate activities with cross-functional teams, vendors, and both exempt and non-exempt employees.
Job Description
Responsibilities:
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Ensure services are delivered correctly and within the expected interval schedule
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Coordinate the deployment of carrier circuits to be installed within the standard interval schedule
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Monitor timely completion of deliverables per the implementation plan, including fiber, network designs, equipment, test, turn up and activation
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Meet established departmental objectives and report regularly on progress or problems on the internal team’s project plan milestones
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Proactively identify issues that may prevent an order from advancing to installation and escalate matters to the appropriate party for resolution assistance
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Provide various reports (e.g., order progress/order issues) to the project team for streamlined project implementation and effective customer service management
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Keep operational systems up-to-date with accurate and complete information to enable internal teams to execute their functions successfully
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Provide ongoing communication with customers pertaining to the project implementation schedule, holding project status meetings, new/resolved issues, and responses to customer issues
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Chronicle all customer communications in internal systems, per department procedures and expectations
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Proactively work to resolve customer issues that are escalated to management’s attention by clarifying and researching the issue and providing information to management and by maintaining customer involvement with their order progress or delays
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Manage and initiate escalation processes with internal and external resources to resolve issue
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Is highly responsive and makes sound procedural decisions for customers and vendors while maintaining the order within the interval schedule
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Improve customer retention by providing exceptional customer service and working continuously to improve internal communications and processes
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Maintain and knowledge of Comcast Business products and services
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Meet quality, productivity, turnaround time and other expectations
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Share job knowledge and respond to inquiries from peers/colleagues
Employees at all levels are expected to:
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Understand our Operating Principles; make them the guidelines for how you do your job.
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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.
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Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
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Win as a team make big things happen by working together and being open to new ideas.
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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.
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Drive results and growth.
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Support a culture of inclusion in how you work and lead.
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Do what’s right for each other, our customers, investors and our communities.