Director, UX Design Operations

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

Team Overview: The Customer & Digital Experience (CDX) group of Comcast Business is transforming how new and existing Small, Medium, Mid-Market, and Enterprise business customers establish and grow a long-lasting relationship with Comcast through the full end-to-end customer lifecycle, from sales, through to customer onboarding and ongoing account management and support. The Comcast Business Experience Design team within CDX collaborates closely with Sales, Product, Content, and Development counterparts to define and design the end product, with a stellar customer experience at the forefront of every decision. As part of this team, you'll champion creative experience initiatives that drive results for the fastest growing organization within the largest multi-media and entertainment company in the country. The Director of Design Operations acts as a chief of staff for the Executive Creative Director of Experience Design, and is a unique opportunity to define and run the Design Operations practice as well as organize and help execute delivery of multiple UX teams through the full product development lifecycle, from initial strategic kickoffs and idea creation all the way through to product launch and performance measurement across various initiatives that support the end-to-end customer journey. This includes new and existing customer acquisition and eCommerce experiences, as well as digital customer relationship management through onboarding, account management, and support. Responsibilities include driving Experience Design team organizational planning, workflow processes, measurement and ownership of budget planning and forecasting. You will have close engagement with senior leaders and will collaborate and partner with the CDX Program Management organization to manage organizational communications and people/workplace initiatives while driving cross-group collaboration and accountability. You will also serve as the UX program manager for special strategic initiatives.

Core Responsibilities

• Define and run the overall Design Operations practice (intake, capacity planning, tooling, process optimization)
• Accountable for the end-to-end delivery of a portfolio of projects within the Comcast Business CDX Experience Design Team. Responsible for overseeing, managing, and delivering on all Experience Design Team programs and projects from the initiation through completion across the CDX program portfolio.
• Leads and reviews all Experience Design Team project or program planning, resourcing, staffing, supply and subcontract management, progress reporting, troubleshooting, and people management.
• Creates and advises on Experience Design Team operations and project plans.
• Directs staff to ensure project results meet requirements regarding quality, reliability, schedule, and cost.
• When appropriate, program manages delivery of work performed by outside contractors.
• Reports necessary status updates or changes to executive leadership.
• Reviews budgets, risk and change reports, and ensures projects are completed according to specifications and within budget.
• Manages the relationship with vendors for design tools (onboarding, administration and operations).
• Contributes to the development of the Experience Design Team's strategy. Interprets business strategy and develops organizational objectives to align with this strategy.
• Establish and drive a communication strategy to keep both the UX team and partner teams informed and aligned on priorities and risks.
• Creates and manages budgets and financial targets in partnership with Finance and Operations team.
• Directs UX project teams in the development and implementation of project plans and instructs staff on project-specific assignments.
• Own and lead the preparation and follow-up for all executive reviews.
• Lead efforts to resolve project conflicts and establish appropriate resolution path.
• Develop strong internal partnerships with colleagues in Sales & Marketing, Product, Content, Development, HR, Legal, and Finance, and identify opportunities for increased collaboration to impact business results.
• Establish and drive a communication strategy to keep both the UX team and partner teams informed and aligned on priorities and risks.
• Manage the Experience Design Team operational efforts to include aspects of facilitating meetings, quarterly reviews, off-sites, and team shares.
• Communicate results from Experience Design initiatives to management and the broader organization as applicable.
• Ensures a positive, collaborative, cross-functional atmosphere and process.
• Creates and delivers articulate and motivational presentations to peers, executives, and staff supporting UX work, concepts, inspiration, planning, and management.
• 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.

Preferred Requirements

• Experience delivering large scale complex digital transformation programs
• Experience managing digital delivery of design teams in an agile environment across all phases of the product development lifecycle is required
• Experience in B2B sales and account management programs is a plus
• Design agency or design tech experience supporting Fortune 50 technology companies is preferred
• PMP and/or Agile certifications 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.

#AFROTECHCBHQ

Comcast is an EOE/Veterans/Disabled/LGBT employer.

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.

Certifications

Project Management Professional Certification (PMP) - Project Management Institute (PMI)

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.