Job Listing: Director of Tech Operations

Comcast Corporation is the nation's leading provider of cable, entertainment and communications products and services, with 24.1 million cable customers, 12.4 million high-speed Internet customers and 3.5 million voice customers. Headquartered in Philadelphia, Pennsylvania, Comcast is principally involved in the development, management and operation of broadband cable networks and in the delivery of programming content.

Comcast’s Philadelphia Metro Region provides service to over 1.1 million customers including the Pennsylvania counties of Bucks, Chester, Delaware, Montgomery and Philadelphia and New Castle County in Delaware. The region is home to over 3,500 talented employees. The Director of Tech Operations is responsible for providing exceptional service to our subscribers by ensuring well-executed service delivery strategies and processes are in place. Overseeing a large mobile workforce responsible for delivering multiple product lines and services, the Director will provide leadership, strategic direction, and partner with cross-functional leaders to coordinate activities in order to ensure service reliability, market profitability and customer satisfaction. The Director partners with divisional, regional, and area teams to drive efficiencies through the business supporting a seamless delivery of products and services and has overall responsibility for managing Technical Operations, Construction, and Workforce Management teams.

Job Responsibilities:

Manages amd develops an organization consisting of Technicians who install Comcast's products in our customers homes, ensuring the competence and continuity of qualified staff through the implementation of processes that will help in selection, training and development, appraisal and motivation techniques. Specifically, need to drive, to defined metrics as well as P&L, efficiency of the technician groups while providing excellent customer service.

Serve as the primary point of contact for divisional and regional counterparts in relation to tech operations initiatives that impact the region. Manage initiatives that affect responsible area system resources, including deployment of new products or processes, training, performance evaluation and budget. Ensure tech staff are trained and able to respond to the demands of new technology deployment and maintain an in-depth technical knowledge of new technology into residential sites.

Provide leadership and direction to key operating leaders and collaborate with all cross-functional departments to ensure effective implementation of methods and procedures, to identify expedient and comprehensive solutions to customer impacting issues and to ensure attainment of profitability and growth objectives.

Ensures a comprehensive and proactive approach to monitor for issues and trends within and across functions to determine potential impact to service and customer experience with the ability to determine root cause and execute effective and expedient resolutions.

Partner with area, regional and divisional leadership teams to develop strategic plans to ensure the techn workforce is constantly engaged in learning and development to further enhance their ability to stay ahead of the competition and skilled in our technology. Develop standards for plant and network management.

Develop and implement strategies to achieve all service and financial goals. Ensure that all business plans are achieved through effective management of tech operations, construction, quota, and dispatch personnel. Establish and monitor clearly defined key performance indicators for all Technical Operations staff to support best in class customer service.

Responsible for overall financial management of the regional Technical Operations team, including operating expenses, capital budget, forecasting, and strategic planning for the department.

Punctual, regular, and consistent attendance.