Manager, AI Enterprise Decisioning Operations
Role details
Job location
Tech stack
Job description
The successful candidate will be joining the AI Enterprise Decisioning Operations team within the Enterprise Business Intelligence (EBI) organization. The Enterprise Decision Engine (EDE) drives optimal Customer Experiences through Next Best Action, Personalization, and Omni-Channel capabilities. Backed by Artificial Intelligence, EDE is constantly optimizing while flexing to meet changing Customer and Business needs.
The AI Enterprise Decisioning Operations team is looking for a self-starting and highly organized individual. The role requires the individual to ensure effective front and backend functionality of applications, establish root causes of application errors, and monitor application performance metrics. As the EDE platform expands its capabilities and integrates into new channels, the production support analyst will act quickly to analyze the available data and find the root cause of the problem while providing users with progress updates. This involves handling and prioritizing incidents, performing impact analysis, coordinating with cross-functional teams, and ensuring timely resolutions., Core Responsibilities:
- Offer decisioning tactic design & management, including consulting with business on business rules, guardrails, and thresholds to precisely target customers for specific offers in omni-channel interactions.
- Monitoring and Alerting: Experience with monitoring and setting up, managing alerts, analyzing system performance, and taking proactive measures to prevent issues.
- Troubleshooting and Debugging: Strong problem-solving skills and the ability to analyze complex issues.
- Communication and Collaboration: Excellent communication skills to interact with stakeholders, developers, and other teams effectively.
- The ability to convey technical information in a clear and concise manner and collaborate in a team environment.
- Documentation: Proficiency in documenting processes, troubleshooting steps, incident resolution, and maintaining knowledge bases or wikis
- Experience in identifying opportunities to enhance system stability, performance, automation, and implementing best practices.
- Deep dive into existing integrations at a technical and business process level to ensure that platform-to-channel functionality is aligned with current needs of the business.
- 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) and overtime as necessary.
- Other duties and responsibilities as assigned., * 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.
Requirements
- Offer & Business Rule Expertise: Extensive knowledge and experience of offer availability, eligibility, rules, & catalog. Pega experience / certifications a plus.
- Analytical curiosity: Can deep-dive into disparate datasets and find data-driven opportunities to optimize current functions & processes
- Builder/tinkerer: Thinks outside of the box to build out insightful & informative analysis given available enterprise tools and datasets
- Self-starter: Showcases strong business acumen and can make judgements on what is a high vs. low business priority with minimal direction from leadership
- Highly organized and demonstrated experience defining and implementing business processes
- Excellent stakeholder and interpersonal skills, can keep a close pulse on the strategic priorities and align EDE strategy to meet the broader Xfinity goals
Technical:
- Advanced proficiency with SQL (5+ years)
- Advanced proficiency with Excel (5+ years)
- Advanced proficiency with PowerPoint (5+ years)
- Databricks (3+ years)
- AWS Athena (3+ years)
- Nice to have - Tableau, Power BI, Statistical Programming Languages (Python, R, Scala, Spark, etc.)
Preferred:
- Experience managing operations for decisioning or campaign tools such as Pega CDH, Adobe Campaign, Salesforce Marketing Cloud or Unica Interact/Campaign.
- Exposure to industry technologies for site personalization, decisioning, analytics, CDPs, CMSs, DAMs, ESPs, DMPs, and dynamic emails.
- Familiarity with incident or defect tracking tools (such as Jira/Rally).
- Experience in marketing or telecommunications industry.
This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future., 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.