Comcast Manager, Tech Operations/QA in Hamilton, Ohio

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary:

Responsible for managing Third Party Contractor relationships

as well as InternalField Technical resources within the Field Services

department; including selection,on boarding, governance, performance,

and quality assurance. Develops, motivatesand coaches team to ensure

they achieve results. May manage a team includingexempt and non-exempt

employees. Provides subject matter guidance to employeesas required.

Develops processes and procedures to drive team efficiencies.

Responsible for meeting departmental budget.

Core Responsibilities

Achieves operational objectives by contributing information and

recommendationsto strategic plans and reviews. Prepares and

completes action plans, monitoring thestatus and overseeing the

team who is executing on the plan.Implements production, productivity,

quality, and customer-service standards.Resolves problems, completes

audits, identifies trends, determines systems.

improvements, and implements change.

- Oversees coordination team scheduling activities and collaborates

with various functional departments# leads to ensure delivery of

implementationsmeet client objectives and client satisfaction is

maintained.Meets financial objectives by forecasting requirements,

preparing budgets,scheduling expenditures, analyzing variances

and initiating corrective actions.

- Oversees quality assurance program for division through the

ongoing reviewof policies and procedures used by project

coordination teams.Analyzes challenges, problems, and

process breakdowns to ensure that lessonsare learned and

improvements are made.Oversees and develops policies to

increase productivity, teamwork and quality.

- Provides leadership on business processes and promote a

culture of efficiencyand continuous improvement.

- Manages team by recruiting, selecting, orienting,training,

assigning, scheduling, coaching, counseling, and disciplining

employees.Communicates job expectations. Plans, monitors,

appraises,and reviewsjob contributions.Enforces policies and

procedures.Proactively analyzes processes and training needs to

identifyopportunities for service delivery improvements and increased

efficiency.Develops, motivates and coaches team to ensure they achieve results.

- Reviews team KPIs (Key Performance Indicators) with supervisors weekly.

- Coaches and develops remediation plans as needed to ensure team

members meet KPI objectives. Reviews team member performance.

- Recognizes, rewards, and retains exceptional leadership.

- Becomes involved in sales-related efforts to secure contracts/

proposals asneeded, which could include onsite travel for pre sales

process, ongoing customerhealth check meetings, and trainings.

- Acts as an escalation point for clients and internal team.

- 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.

Education Level

- Bachelors Degree or Equivalent

Years of Experience

- Generally requires 6-9 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer