NEWPosted 2 hours ago
Job ID: JOB_ID_4584
Job Summary
We are seeking a Senior O2A (Order-to-Activation) / Customer Journey Resolution Expert with deep expertise in telecom care, UI, and operational processes. This role focuses on improving post-sale customer journeys (CJ), identifying breakdowns, and driving resolution across ordering, provisioning, billing, and care systems.
Key Responsibilities
- Analyze and optimize end-to-end customer journeys (post-sale / O2A lifecycle).
- Identify gaps in ordering, provisioning, billing, and care workflows.
- Drive customer journey issue resolution across multiple systems and teams.
- Collaborate with UI/UX, care operations, and backend teams to improve experience.
- Provide process-level insights and recommendations to reduce customer friction.
- Work with cross-functional teams to ensure seamless service activation and fulfillment.
- Troubleshoot complex customer-impacting issues across microservices-based architectures.
Required Skills & Experience
- Strong experience in Telecom (Cable/Wireless) domain – MUST.
- Deep knowledge of: Telco Care systems, Order Management & Provisioning (O2A lifecycle), Billing systems and concepts.
- Hands-on experience with customer journey mapping & resolution.
- Understanding of microservices architecture & cloud environments.
- Experience working with customer-facing UI/process improvements.
- Strong analytical and problem-solving skills.
- Ability to work with cross-functional teams (Ops, IT, Care, Product).
Preferred Qualifications
- Experience working with Comcast or similar telecom operators.
- Familiarity with customer experience (CX) tools and analytics.
- Exposure to Agile environments.
Compensation & Location
Salary: $120,000 – $160,000 per year (Estimated)
Location: Remote
Recruiter / Company – Contact Information
Recruiter / Employer: Comcast
Email: venkat@gbtechinc.com
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