Director, Excellence in Operations

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

The Engineering Director will be a strategic leader focused on driving operational excellence and enabling a data-driven culture. This role will partner closely with engineering operations directors and executives to identify and prioritize opportunities for improved data-driven decision making and actioning. This role will partner across the business unit and our technology department to design and deliver the right implementations for advanced metrics, insights and utilizing automation frameworks. The goal is to help bring standardization across global engineering operations and empower leaders to monitor performance, identify trends, and make informed decisions. The ideal candidate combines technical expertise, leadership skills, and a vision for leveraging large data sets, AI and automation to optimize processes, improve service reliability, and enhance engineering productivity.

Job Description

Core Responsibilities

• Develops and implements LMC Service Level Agreement's, policies, procedures and processes to ensure efficient and effective support for all operating systems.
• Develops collaborative relationships with people across a variety of areas within and external to, the organization to ensure positive business outcomes, superior communication and an excellent customer experience.
• Ensures that established National Service Level Agreement's for all processes and procedures are followed at all levels.
• Develops monitoring processes for all services, network performance, network maintenance, telecommunications maintenance, facilities management, CMTS's and overall network performance/reliability.
• Assures proper tracking and reporting of network related measurements including network health reports, post-mortem of outages, outage reports, headend reports, trending reports/analysis and management/operating summaries.
• Prepares capital and operating budgets with ongoing responsibility for financial performance relating to approved budget guidelines.
• Provides direction to functional engineering teams and departments within the XOC that are responsible for the various aspects of event detection, event isolation and event resolution.
• Creates and communicates department strategy in conjunction with senior management and key business department management.
• 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.

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.
• Support a culture of inclusion in how you work and lead.
• 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.

Skills

Automation, Data Analytics, Networking

Compensation

This job can be performed in Colorado, and Illinois with a Pay Range of $127,097.37 - $209,710.66

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.

Certifications (if applicable)

Relevant Work Experience

10 Years +

Comcast is 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.