Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Job Summary
Responsible for the delivery of outstanding customer care in all aspects of Technical Operations activities including installation, service, construction, design, materials management and daily workloads. Provides leadership, strategic direction and effective coordination of activities in order to ensure market profitability and customer satisfaction.
This is a hybrid position: Monday - Thursday: in-office and Friday: virtual.
Job Description
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.
- 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.
Additional Notes
- 5+ years of direct leadership experience, leading individual contributors and leaders, highly preferred.
- Telecommunications and/or Technical Operations experience preferred.
- Strong employee engagement and change management experience preferred.
Additional Notes
- This position will cover Waldorf, MD and Millersville, MD.
- This position requires 4 days in-office (Monday - Thursday).
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.
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.
Comcast 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, genetic information, or any other basis protected by applicable law.
Skills:
Customer Experience (CX); Technical Operations; Long Term Planning; Employee Engagement; People Management; Operations Change Management
Salary:
Primary Location Pay Range: $135,267.60 - $202,901.40
Additional Range: This job can be performed in Maryland, and District of Columbia with a Pay Range of $118,547.45 - $194,756.53
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Base pay is one part of the Total Rewards that Comcast 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, Comcast provides best-in-class Benefits to eligible employees. 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.
Education
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.
Relevant Work Experience
10 Years +
