Comcast Manager 2, Fulfillment, (Dispatch Department) in Voorhees, New Jersey

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 managing overall delivery of outstanding customer care

in the Fulfillment function of Field Operations. Manages multiple

product lines; provides leadership, strategic direction, and effective

coordination in order to ensure market profitability and Customer

satisfaction. Develops and implements business strategies to meet

established criteria and quality assurance goals. Develops financial and

operational objectives. Ensures operational plans are aligned with

business objectives. Contributes to functional strategy development. Has

a greater degree of impact on business results, and typically manages

one or more groups of professional employees.

Core Responsibilities:

- Develops and executes strategic business plans, operational goals, and

performance metrics that drive dispatch and tech productivity to ensure

a high level of customer service and satisfaction. Ensures

cross-functional relationships with CARE, Warehouse, Field Ops, and


- Establishes departmental goals, including developing and ensuring the

maintenance of departmental procedures, monitoring and controlling work

flow and outage control, and utilizing the automated work force

management system.

- Implements and continually refines systems and workforce management

processes to ensure high quality service delivery. Analyzes technical

operations, general business and administrative performance to achieve

customer satisfaction, system effectiveness, and profitability. Provides

detailed analyses.

- Develops and maintains strategic partnerships with cross-functional

organizations to ensure effective implementation of methods and


- Identifies expedient and comprehensive solutions to customer-impacting


- Manages financial management of the Fulfillment team, including

operating expenses, capital budget, forecasting, and strategic planning

for the department.

- Oversees the hiring, training, and development of the Fulfillment

staff to ensure that personnel development and Company financial goals

are achieved.

- Ensures compliance with National Cable Television Association's


- Leads, directs, and motivates an organization comprised of exempt and

non-exempt employees.

- Ensures competence and continuity of qualified Dispatch Supervisors

and staff through optimum selection, training and development, and

appraisal and motivation techniques.

- 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.

- Generally requires knowledge and prior experience utilizing Dispatch

and Call Center related tools and functionality

- Demonstrated experience in Operations Management to include a strong

commitment to driving innovation through operational excellence

- Demonstrated experience in managing multiple priorities and competing

demands to achieve expected goals and operational objectives

Job Specification:

- Bachelors Degree or Equivalent

- Generally requires 8-11 years related experience

- Preferred, a minimum of 1-3 years of Management level experience in a matrix organization

Comcast is anEOE/Veterans/Disabled/LGBT employerand all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex or any other legally protected category.