Manager, Digital Performance & Analysis
Job SummaryOur mission in the Digital Experience and Platforms (DXP) organization is to create converged experiences and transform our underlying capabilities so that we can solve our customers’ problems digitally, foster greater trust, and drive business value. The Manager, Digital Performance & Analysis is part of the Digital Excellence and Optimization team and will be responsible for intake, review and resolution of quality issues, customer escalations and incidents impacting digital, in partnership with the digital, care and technology teams. You will own the management of customer escalations, from intake to analysis to opening incident tickets for fixes. You will partner closely with triage and content platforms teams to prioritize fixes for these issues. You will also own the relationships with NROC (National Resource Optimization Center), Crisis Communications, Operations and DXP teams during major incidents to coordinate the digital response and drive awareness to the larger DXP organization.
This Manager, Digital Performance & Analysis role will partner closely with the rest of the Digital Quality & Optimization team when areas of fallout, optimizations or customer pain points are found during escalation analysis. You will work with teams across DXP to provide thought leadership and expertise as we strive to ensure Quality in all production and newly launched experiences. The ideal candidate has experience working with cross-functional teams, driving a CX focused culture, and is passionate about digital.
Lead analysis and deep dives (RCAs) into Digital customer escalations received from SLT or DXP partners, identifying bugs, areas of fallout or optimizations across all unassisted channels
Prioritizes defect fixes with content platforms and triage teams to ensure highest impacting issues are resolved within defined SLAs
Regularly align with platforms, technology, and other quality partners across organization to identify and manage through related issues
Partner with other Digital Quality teams to provide insights into fallout, optimizations or experimentation opportunities based on escalation findings
Maintain Escalation and Incident dashboard to monitor SLAs and to identify trends in the different areas of the customer experience
Facilitates post-incident reviews with senior leader.
Produces regular reporting to demonstrate trending, improvement around elimination of root causes, and determination as to whether new incidents are related to existing problems
Monitor incidents and lead DXP incident tiger team to ensure our digital tools communicate effectively with our customers around issues impacting their service/customer experience by driving alignment on customer messaging across channels and awareness of customer impacts with internal stakeholders and for digital ops teams on deployment
Maintain the DXP incident playbook by having regular reviews with DXP incident team on platform capabilities as well as the crisis communications and NROC teams for messaging strategy
Consistent exercise of independent judgment and discretion in matters of significance, acting with a sense of urgency as appropriate.
Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
Other duties and responsibilities as assigned.
Bachelor’s degree or equivalent practical experience
5+ years of experience driving CX improvements, triaging, sizing and solutioning issues, ideally in digital and e-commerce
Experience with digital data platforms and dashboards including but not limited to Adobe, Pointillist, Tableau & Medallia
Experience ticketing and maintaining JIRA dashboards for workflow and tracking
Extensive experience with stakeholder management and can work well in a matrixed organization, driving alignment by synthesizing information and presenting to engineers, designers, product, business partners and executives
Ability to effectively share technical information, communicate technical issues and solutions to all levels of business
Proven ability to thrive in ambiguity to solve complex and challenging problems while influencing teams without direct authority
Ability to think creatively, strategically, and technically
Strong project management skills
Proficiency in Excel
Excellent communication skills both written and verbal
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 & diversity.
Do what's right for each other, our customers, investors, and our communities.
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 EOE/Veterans/Disabled/LGBT employer.
Relevant Work Experience
5 Years +
Base 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. 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.
While 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 Experience
Base 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. 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 [Register to View] on our careers site for more details.