Project Manager 2, Project Management

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

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

• 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

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.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer

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 equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills

Customer Experience (CX); Project Management; Services Management

Salary

National Pay Range: $50,950.63 USD-$119,415.55 USD Illinois Pay Range: $54,135.05 USD - $105,085.68 USD Colorado Pay Range: $57,319.46 USD - $109,862.30 USD Hawaii Pay Range: $66,872.71 USD - $100,309.06 USD Washington DC Pay Range: $73,241.53 USD - $109,862.30 USD Maryland Pay Range: $60,503.88 USD - $109,862.30 USD Minnesota Pay Range: $57,319.46 USD - $100,309.06 USD New York Pay Range: $60,503.88 USD - $119,415.55 USD Washington Pay Range: $57,319.46 USD - $114,638.92 USD New Jersey Pay Range: $63,688.29 USD - $114,638.92 USD Vermont Pay Range: $60,503.88 USD - $95,532.44 USD Massachusetts Pay Range: $63,688.29 USD - $114,638.92 USD Virginia Pay Range: $57,319.46 USD - $109,862.30 USD Maine Pay Range: $57,319.46 USD - $95,532.44 USD Connecticut Pay Range: $60,503.88 USD - $114,638.92 USD California Pay Range: $57,319.46 USD - $106,147.15

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 to eligible employees. 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.

Education

Bachelor's Degree

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

2-5 Years