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Sr. Program Manager 5 Syndication Customer Experience

Philadelphia, PA, United States

Posted on
May 05, 2023

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**MEMBERS ONLY**SIGN UP NOW***.'s Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. In most cases, **MEMBERS ONLY**SIGN UP NOW***. prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, **MEMBERS ONLY**SIGN UP NOW***. may be willing to consider candidates who live greater than 100 miles from the office for the remote option.

Job Summary

Join us as we transform and strengthen the way the world connects. **MEMBERS ONLY**SIGN UP NOW***. Technology Solutions is a fantastic place for bright minds and forward-thinkers looking to innovate and evolve with a company they can be proud of. Our roots - and our hearts - are in broadcast and digital video, but as part of **MEMBERS ONLY**SIGN UP NOW***. NBCUniversal, we are so much more. From the latest in streaming and AI/ML applications to advanced advertising, metadata, and cybersecurity, there are countless reasons why 93% of our employees rate us as a Great Place to Work. Is this the next chapter in your story? Let's find out. **MEMBERS ONLY**SIGN UP NOW***. Technology Solutions, a division of one of the world's leading media and technology companies, brings **MEMBERS ONLY**SIGN UP NOW***. Corporation's proven technologies to an evolving list of industries worldwide. We believe in continuous innovation, always looking for new and better ways to connect with our customers, as well as aggregate, distribute, and secure our own content, advertising, and data. We invest in and test these solutions so our customers don't have to. Through our portfolio of solutions we bring these innovations to the global marketplace, enabling our partners to think big, go beyond, and lead the way in media and technology.

Job Description

Are you passionate about digital media, entertainment, connectivity, and cloud services? Do you like big challenges and working within a highly motivated team environment?On the CTS MVPD & OS team, we take **MEMBERS ONLY**SIGN UP NOW***.'s amazing products and services in Video, IPTV, smart home, broadband and networking, and white label them for the operator community. Our partners own the customer relationship while we own and operate the product experience. We are looking for a customer experience oriented individual to join a team focused on ensuring operational excellence across our product portfolio. We thrive on big challenges, results, quality, and agility.Who you will be working with?The Partner Xperience Operations (PXO) team works with our Engineering, Reliability, and Production Support teamsto ensure that we are delivering high-quality products and services to our partners and their customers. The team is the primary interface between our syndication partners and **MEMBERS ONLY**SIGN UP NOW***.'s engineering teams that develop and manage video, connected home, and home security products for millions of customers around the world.What are some interesting things you will doing?You will have the opportunity to join a growing team that uses data, technical knowledge, and experience to ensure that CTS delivers and operates a world-class suite of products for our customers. In this role you will define measuresof success and work across operations and engineering teams to continually raise the bar on our product quality and customer experience. Additionally, you will help leverage best practices across the operator community.

Core Responsibilities

Identify and monitor customer experience and product performance metrics, driving actionable improvements in platform and product.
Partner with internal stakeholders to prioritize bug fixes and new features that will improve the customer experience with video, connected home, and home security products.
Develop technical expertise in a product area to serve as a technical SME between partners and engineering teams at **MEMBERS ONLY**SIGN UP NOW***..
Serve as the liaison between operational and engineering leads at our partners and their counterparts at **MEMBERS ONLY**SIGN UP NOW***.; operate as the voice of the partner to prioritize work that will best improve the product and drive customer experience.
Work with our Reliability Engineering, Operations and Analytics teams to measure performance and drive continuous improvement.
Must be willing to 'jump-in' and start making an impact to the organization from day one.
Takes proactive steps to ensure teams meet or exceed customer expectations.
Encourage problem-solving, strategic thinking and customer-orientation amongst the team.
Interact at executive/ senior management level, both at **MEMBERS ONLY**SIGN UP NOW***. and our partners, proactively advocating for solutions and managing the escalation process.
Serve as a partner-facing SME and escalation point for partners to ensure that 'customer pain' issues can be addressed with the proper priority amidst competing development and feature enhancement work.
Participate in After Action Review sessions with operations and engineering teams to identify and recommend areas for improvement.
Represent the CTS Syndication team (and our customers) in Product Quality forums.
Help stand up and optimize processes that can be scaled across partners and products.
Recommend opportunities for process and technical improvements
Other duties and responsibilities as assigned

Preferred Experience

5 years of experience in technology and service operations (B2B preferred).
Ability to manage projects in a matrixed model where credibility and ability to influence are paramount.
Experience with Video, Broadband (cable) and/ or Access Network technologies preferred.
Experience supporting business objectives in a partnered/ outsourced model.
Possess the ability to rapidly grasp new technologies and abstractions and apply them in a meaningful way.
Strong troubleshooting and problem-solving skills, adaptable, proactive, and willing to take ownership.
Comfortable working in a fast-paced agile environment.
Ability to adjust to changing priorities and make quick decisions with limited information.
Highly motivated and able to work independently and in a group.
Able to take on problems with a minimum set of clearly defined requirements and articulate alternative solutions and approaches to solve the problem

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.


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.

**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

**MEMBERS ONLY**SIGN UP NOW***. 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.


Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. 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 **MEMBERS ONLY**SIGN UP NOW***. 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, **MEMBERS ONLY**SIGN UP NOW***. 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.

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