Job SummaryThe Manager, Tools & Operations Optimization is responsible for driving operational excellence across employee-facing platforms by managing daily performance, continuous improvements, and issue resolution. This role leads tool enhancements, backlog prioritization, and incident management while partnering closely with product, technology, and operations teams to ensure stable, efficient, and scalable solutions. The manager focuses on improving employee experience, reducing operational friction, and increasing process efficiency through standardization, automation, and disciplined execution. Responsibilities include translating business needs into clear requirements, overseeing testing and quality assurance, managing system logic and changes, documenting processes, and resolving complex escalations through effective cross-functional collaboration and stakeholder communication.
Job DescriptionResponsibilities:- Manage XPE and Gratis site enhancements, incidents, and backlogs, including writing detailed business requirements, ticket creation and tracking, partnering with development teams, testing, and coordinating agent communications
- Drive opportunities from ideation through impact assessment, business case development, requirements, build, testing, and launch - utilizing strong project management and cross functional collaboration
- Identify and execute opportunities to improve employee experience, enhance process efficiency, reduce response times, and minimize duplicate tickets
- Pursue automation opportunities across process workflows and AI technology
- Lead coordination with CXSO XPE and Gratis teams on tool enhancements, including business case development, requirements documentation, and end-to-end implementation and analysis
- Serve as primary point of contact and PXR representative for CXSO XPE and Gratis managers and supervisors; host ongoing working sessions, set agendas, and facilitate information sharing and feedback
- Serve as primary point of contact and PXR representative for development teams supporting XPE, Gratis, XPE Wizard, and future tooling
- Manage eligibility engine API logic and implementation, ensuring accuracy and alignment with business needs through ongoing development team partnership
- Manage rate code changes and enhancements; partner regularly with Information System and Product teams to ensure alignment across product launches and strategic initiatives
- Document processes, policy decisions, technical workflows, and "how-to" guides related to tools and implementation
- Own, track, manage, and resolve employee XPE escalations, engaging directly with employees and cross functional teams across business, care, and product groups
- Update XPE and Gratis accounts across CSG and Amdocs systems to support customer needs and broader business initiatives
- Provide ongoing support through shared XPE inbox, CXSO partners, and escalation channels
- Conduct testing and quality assurance across platforms to ensure accuracy, stability, and compliance
Skills:- Demonstrates strong independence and initiative, proactively identifying needs, driving work forward, and removing obstacles with minimal direction.
- Builds and sustains effective relationships across teams and levels, fostering collaboration, trust, and clear communication.
- Develops high quality presentations and workflow documentation, translating complex information into clear, actionable visuals and narratives.
- Leads and facilitates meetings with intention and structure, ensuring productive discussions, clear outcomes, and alignment among stakeholders.
- Strong project management and cross functional coordination
- Expertise in requirement writing, process documentation, and system logic comprehension
- High attention to detail and strong analytical skills
- Ability to identify process gaps, efficiency opportunities, and automation use cases
- Effective stakeholder management across operational, product, development, and care organizations
- Strong communication skills, including leading working sessions and driving alignment across teams
- Ability to manage APIs, rate code logic, and system implementation details
- Strong problems solving skills and ability to resolve complex escalations
- Comfort managing backlogs, incidents, testing cycles, and production changes
- 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.
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.
SkillsBusiness Case Development, Business Requirements, Continual Improvement Process, End to End Implementation, Process Efficiencies, Project Management, Stakeholder Management
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.
EducationBachelor'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)
Relevant Work Experience5-7 Years
