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.
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.
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.
- Bachelors Degree or Equivalent
Years of Experience
- Generally requires 6-9 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer