NBCUniversal

Manager, Program Management – IVR and Chat

NBCUniversal

full-time

Posted on:

Location Type: Office

Location: Philadelphia • Colorado, Illinois, New Hampshire, Pennsylvania • 🇺🇸 United States

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Salary

💰 $106,843 - $167,896 per year

Job Level

Mid-LevelSenior

Tech Stack

BigQueryCloudGoogle Cloud Platform

About the role

  • Direct a team of FTE and contractors that supports IVR and Chat across all Comcast Business segments
  • Drive IVR & Chat roadmap and align functionality to strategic business objectives
  • Work with strategic partners including Google to determine new feature and functionality opportunities, including AI expansion
  • Work cross functionally with stakeholders and other groups such as Digital to align work cross channel and drive a consistent customer experience
  • Participate in the IVR CX analysis to determine areas of opportunity and specific enhancement opportunities
  • Manage team of program managers, architects, and authoring to facilitate requirements, technical solution & integration, development, and change management
  • Support new product roll outs, self-service expansion, platform optimization and defect remediation
  • Possess staffing accountability including recruitment, retention, hiring & firing, leadership development and performance management
  • Provide support for corporate budgeting and budget tracking; responsible for staff performance and salary and bonus administration
  • Develops and maintains performance metrics to make informed recommendations for strategic decision making
  • Keep abreast of new developments in methodologies, agile practices, best practices and industry standards
  • Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
  • Other duties and responsibilities as assigned

Requirements

  • Enterprise level IVR experience, ideally the Google CES platform
  • Proven record of understanding, supporting, and enhancing enterprise level IVR platforms, ideally Google CES / CCAIP
  • Knowledge of natural language understanding (NLU) concepts and best practices
  • Previous experience outlining business and technical requirements
  • General knowledge of APIs and integration / technical requirements
  • Experience using Visio or other tool for call flow documentation
  • Plus for experience using the Google CES platform, including Google Cloud (GCP), google cloud logging, Big Query, Looker, DFCX
  • 5+ years of relevant work experience (Relevant Work Experience 5-7 Years)
  • Bachelor's Degree preferred (or combination of coursework and experience)
Benefits
  • Base pay dependent on job-related, non-discriminatory factors
  • Most non-sales positions are eligible for a Bonus
  • Most sales positions are eligible for a Commission
  • Best-in-class Benefits to eligible employees
  • Access to compensation and benefits summary on our careers site

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IVR experiencenatural language understandingAPIsintegration requirementscall flow documentationGoogle CES platformGoogle CloudBig QueryLookerdefect remediation
Soft skills
leadership developmentperformance managementcross-functional collaborationstrategic decision makingstaffing accountabilitybudget trackingcustomer experience focusrecruitmentretentioncommunication