Sr Director Technical Operations - SR Dir Tech Ops/Product Initiatives-Chelmsford, MA at Chelmsford

Job Description

Division/Entity
Comcasts Northeast Division Technical Operations department is seeking a candidate experienced in leading and influencing large Tech Ops organizations. Candidates with proven success delivering outstanding customer care in all aspects of Technical Operations including installation, service, construction, design, materials management, and daily workloads.
Leaders from Product Marketing, Business Services, as well as Technical Ops are encouraged to apply.
This leader will focus on leading the field to engage & move processes related to our products & services (XHome & our core products) as well as providing direction on installation strategies.

Job Overview
This leader will Provide strategic direction and effective coordination of activities in order to ensure market profitability and customer satisfaction.
Provides leadership and direction for diverse and complex functions.
Contributes to the development of the organizations business strategy.
Interprets business strategy and develops organizational objectives to align with this strategy. Typically manages multiple teams of
professionals.
LOCATION FLEXIBLE to MA or NH offices

Core Responsibilities
Develops and implements business strategies across the Technical Operations organization to meet established service metrics and quality assurance goals. Responsible for end-to-end network performance for homes passed and all service delivery and fulfillment services for subscribers.

- Establishes and monitors clearly defined key performance indicators (productivity, quality, sales, service rates, etc.) for all

Technical Operations personnel to support best in class customer service. Develops and implements strategies to achieve all network, service, new subscriber, and financial goals.

- Assures network performance/service level compliance and reporting with federal, state, and local requirements including annual FCC proof of performance and signal leakage.

- Leads, directs, and motivates a team comprised of management, exempt, and non-exempt employees.

- Participates in the hiring, training, and development of the Technical Operations staff to ensure that personnel development and company financial goals are achieved.

- Partners with Learning and Development to maintain a continuous learning environment for employee skill development and career growth.

- Manages the finances of the Technical Operations team, including operating expenses, capital budget, forecasting, and strategic planning for the department.

- Develops and maintains strategic partnerships with cross-functional organizations to ensure effective implementation of
methods and procedures as well as to identify expedient and comprehensive solutions to customer-impacting issues.

Core Responsibilities of this leader will include:

Installation & support plan for Xfinity Home (XH) & other core products - understand technology roadmap, provide direction on what installer strategy should be (i.e. grow internally or outsource)
. Quality/best practice - engage with regions on issues and improvements needed to installation process and/or equipment & materials to ensure flawless installations
Process improvement - drive continuous improvement to installation and service process to rapidly scale and standardize
XHome & our core products.
.Regulatory landscape - understand current regulatory environment and work with regions on manpower solutions to ensure full compliance

Also a successful Division Tech Ops Team leader combines a solid knowledge of technical operations and the telecommunications industry with abilities and operating style that suit the Comcast culture.

Qualities include:

Able to inspire the respect of others through demonstrated expertise, vision, ability and work ethic

Decisive and able to build a solid business case and push a decision when appropriate

Anticipates complex business issues that may impact organizational results and adjusts plans accordingly in a matrix-oriented environment

Identifies downstream impact of decisions and communicates risks and involves stakeholders early

Navigates ambiguity while achieving positive results

Creates compelling, logical and persuasive written and oral presentations

Tasks
- Develops and implements business strategies across the Technical
Operations organization to meet established service metrics and quality
assurance goals. Responsible for end-to-end network performance for
homes passed and all service delivery and fulfillment services for
subscribers.
- Establishes and monitors clearly defined key performance indicators
(productivity, quality, sales, service rates, etc.) for all Technical
Operations personnel to support best in class customer service. Develops
and implements strategies to achieve all network, service, new
subscriber, and financial goals.
- Oversees network performance/service level compliance and reporting
with federal, state, and local requirements including annual FCC proof
of performance and signal leakage.
- Leads, directs, and motivates a team comprised of management, exempt,
and non-exempt employees.
- Oversees the hiring, training, and development of the Technical
Operations staff to ensure that personnel development and Company
financial goals are achieved.
- Partners with Learning and Development to maintain a continuous
learning environment for employee skill development and career growth.
- Manages the finances of the Technical Operations team, including
operating expenses, capital budget, forecasting, and strategic planning
for the department.
- Develops and maintains strategic partnerships with cross-functional
organizations to ensure effective implementation of methods and
procedures as well as to identify expedient and comprehensive solutions
to customer-impacting issues.
- 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.

Job Requirements

- Bachelors Degree or Equivalent
- Generally requires 12+ years related experience

Additional Requirements
Travel throughout Northeast Division offices required 40%
Location Flexible to MA or NH location.

Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.
Country: USA, State: Massachusetts, City: Chelmsford, Company: Comcast Cable.