Manager Retail Xfinity Mobile Operations

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Comcast is seeking a Manager, Retail Xfinity Mobile (XM) Operations. As a Manager on the Retail Operations team, you will be responsible for executing strategic and tactical XM plans to bring operational excellence to our Xfinity Stores. In this role, you will work across many internal company functions including Sales, Marketing, Store operations, Customer Experience, Supply Chain and Technology. You will work on strategic XM initiatives to improve store operations and customer experience. You will facilitate the creation of operational metrics to assess the effectiveness of Retail store personnel with established XM processes and procedures.

Job Description

Core Responsibilities

• Drive XM operational improvements and efficiencies across all Retail stores (COS and BP) by simplifying processes and improving the tools/technology available to our frontline teams.
• Assist with delivering strategic initiatives designed to significantly reduce Retail's reliance on the XM COE.
• Lead and deliver the strategic end to end operational plans to deliver omnichannel fulfillment solutions.
• Obtain feedback from field teams (store visits, elevations, NPS results, leadership discussions, etc.) and use that information to help define new programs and priorities to improve store operations and the overall customer experience.
• Assist with the development and implementation of strategic XM initiatives related to Front of House and Back of House operations for our Xfinity stores. Lead discussions and communicate Retail priorities and initiatives to internal stakeholders to drive acceptance and standardization.
• Own the Retail XM store experience when building solutions - think and act in ways that put the needs of our customers first. Ensure employee experiences are also considered to help make them promoters of our XM products and services.
• Act as a liaison between HQ/Divisional teams and store operations to ensure that policy, procedures, communications, and training are aligned. Work with Division/Regional leaders to drive compliance with key Retail processes and procedures. Develop and implement operational metrics.
• Develop Operation guides and comprehensive Playbooks that establish and communicate key Retail XM processes and procedures.
• Drive root cause analysis on XM operational issues including non-compliance with established process and procedures.
• Partner with cross - functional leaders to identify and drive improvements in XM operations.
• Prepare presentations for senior leadership team.
• 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.
• Other duties and responsibilities as assigned.

Minimum Requirements

• Expert knowledge of mobile products and inventory management principles
• Strong interpersonal skills and proven ability to work effectively with all levels of the company.
• Excellent communications skills including written, verbal and presentation.
• Strong critical thinking abilities including problem solving and the ability to use logic and reason to identify alternative solutions, conclusions or approaches to problems.
• Excellent organizing, planning and prioritizing skills
• Excellent time management skills, including adhering work schedules and activities with the ability to multi-task.
• Strong working knowledge of Microsoft Office products and data analysis tools. Must have proficiency with PowerPoint and Excel and be able to quickly refer to decks and spreadsheets for pertinent business information as needed.

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 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, genetic information, or any other basis protected by applicable law.

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

10 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.