Comcast Manager, Technical Quality Command in Wayne, Pennsylvania
Responsible for managing the Advertising Excellence in Operations team that monitors, repairs, and maintains the advertising enterprise infrastructure. Implements and ensures adherence to department procedures, processes, and policies. Maintains relationships with people across a variety of areas within the organization. Plans and leads projects and provides expertise in cross-functional project teams. Has overall responsibility for developing/administering performance standards for organizational unit. Develops processes and procedures to implement functional strategies.
Assists with developing new and/or updated policies, procedures, and processes. Implements Operational/Service Level Agreements, policies, procedures, and processes to ensure efficient and effective support for all operating systems.
Ensures that established Incident & Problem Management Priority Guidance for all processes and procedures are followed at all levels.
Implements and maintains monitoring processes for all services, performance, maintenance, and overall network performance/reliability.
Assures proper tracking and reporting of all department metrics and KPIs including health reports, post-mortem of outages, outage reports, headend reports, trending reports/analysis, and management/operating summaries.
Plans and leads department projects and initiatives and provides expertise and leadership in cross-functional project teams.
Ensures all department projects and initiatives are completed on time and within budget.
Develops team performance standards and conducts performance reviews to ensure that staff is operating at optimum efficiency and in accordance with Company standards.
Integrates department strategy into daily goals and objectives
Develops, trains, and mentors staff and ensures they have the resources available to competently and efficiently perform their duties.
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
Engineering or Computer Science
Generally requires 6-9 years related experience
ITIL Foundations Certification a plus
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 and diversity
Do what's right for each other, our customers, investors and our communities
Comcast is an EOE/Veterans/Disabled/LGBT employer