Program Manager 3, Program Management, Salesforce

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary

Responsible for coordinating and managing the design, configuration/development, implementation, maintenance and support of systematic processes for Comcast Business operations groups, mainly the Salesforce.com application. Prepares and reviews information systems and business plans to support existing and new processes. Will identify system/policy conflicts or needed system/policy updates caused by process modifications. Introduces new technologies and systems to support changing business requirements. Ensures process efficiencies are aligned with business objectives and linked to KPI's. Contributes to functional strategy development. Has a great degree of impact on business results.

Job Description

Core Responsibilities

• Manage system and process efforts associated with the Operations organization with a deep understanding of the policies and processes that are supported by the systems.
• Work with HQ, Division and Region stakeholders to develop and implement training, communications, change management, reporting and other initiatives that lead to successful deployment and adoption of process design improvement efforts.
• Partner with other stakeholders, Division and Regional Leadership to maximize systems and processes improvement to gain overall sales productivity.
• Collect and manage team process enhancements and validate for business impact.
• Manage and Support Direct to the Development (configuration) process of the Salesforce application.
• Knowledgeable of key Salesforce admin functions and features needed to support the business.
• Advanced system troubleshooting and resolution with end-user.
• Help manage the day to day process needs within existing system applications covering the life cycle efforts as required for Operations and cascade to field organizations as required.
• Develop and guide User Groups to garner feedback on needed process improvements that will improve sales team productivity.
• Work with Comcast Technology Product & Customer Experience (CXT) teams to develop needed functionality.
• Manage the system development prioritized process per the Operations governance model.
• Manage the direction of the Operations library and job aids, which includes maintaining current process documentation and tools and ensuring all processes are regularly updated.
• Drive project implementation with key stakeholders on behalf of Operations .
• Partners with system requirements team to execute on process design.
• Plans, develops and implements processes with field and corporate stakeholders.
• Evaluates all major system modifications from an operations process perspective and develop requests to determine potential benefits and impact on business.
• Manages the consistency of reviewing current and future order processing strategy to ensure business goals meet the budget requirements.
• Approaches projects with an operations view but understands sales and customer impacts to the overall business
• Creates process flow documents and birds-eye-views to support projects.
• 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.
• Salesforce.com Admin/ Advanced Admin certification preferred.

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.

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 EOE/Veterans/Disabled/LGBT employer.

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 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.

Certifications (if applicable)

Relative Work Experience

5-7 Years

Comcast is proud to be 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, or any other basis protected by applicable law.