Implementation Project Manager II: Customer Delivery

Comcast; Philadelphia (Philadelphia County); On-site; USD 56,000 - 110,000; Full time

Job summary

Comcast is seeking an Implementation Expert to serve as the primary liaison between Comcast Business and customers for new service installations. You will drive timely deliverables under the SLA while delivering an excellent customer experience.

The role supports project management activities across the full lifecycle, coordinating cross-functional teams and vendors to meet milestones, budgets, and quality targets.

Qualifications

• Understanding of project delivery and customer service principles.
• Experience coordinating cross-functional teams and vendors.
• Familiarity with service installation life cycles and SLA adherence.

Responsibilities

• Ensure services are delivered correctly and within the expected interval schedule
• Coordinate the deployment of carrier circuits to be installed within the standard interval schedule
• Monitor timely completion of deliverables per the implementation plan, including fiber, network designs, equipment, test, turn up and activation
• Meet established departmental objectives and report regularly on progress or problems on the internal team’s project plan milestones
• Proactively identify issues that may prevent an order from advancing to installation and elevate matters to the appropriate party for resolution assistance
• Provide various reports (e.g., order progress/order issues) to the project team for streamlined project implementation and effective customer service management
• Keep operational systems up-to-date with accurate and complete information to enable internal teams to execute their functions successfully
• Provide ongoing communication with customers pertaining to the project implementation schedule, holding project status meetings, new/resolved issues, and responses to customer issues
• Chronicle all customer communications in internal systems, per department procedures and expectations
• 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
• Manage and initiate escalation processes with internal and external resources to resolve issue
• Is highly responsive and makes sound procedural decisions for customers and vendors while maintaining the order within the interval schedule
• Improve customer retention by providing exceptional customer service and working continuously to improve internal communications and processes
• Maintain and knowledge of Comcast Business products and services
• Meet quality, productivity, turnaround time and other expectations
• Share job knowledge and respond to inquiries from peers/colleagues

Skills

Customer Experience

Project Management

Services Management

Education

Bachelor's Degree

Job description

Comcast is seeking an Implementation Expert to serve as the primary liaison between Comcast Business and customers for new service installations. You will drive timely deliverables under the SLA while delivering an excellent customer experience.

The role supports project management activities across the full lifecycle, coordinating cross-functional teams and vendors to meet milestones, budgets, and quality targets.