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Vice President, Program Management
Comcast
Philadelphia, PA, United States
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Summary
Comcast operates critical physical and network infrastructure and platforms, which provide communication, home management and personal security, as well as entertainment for over 20 million households. This same network connects stadiums, theme parks, hospitals and businesses with their customers and suppliers every minute of every day. To guarantee reliability and quality across all networks and platforms, constant monitoring, repair and improvements are required. A new organization has been created to maintain the sustainability of our products across all networks and platforms in all locations for an exceptional customer experience. This team will be led by the SVP, Advanced Operations who lead the strategic direction for remote monitoring, diagnosis and repair of our networks and products 24/7.
The role
As part of the leadership team reporting to the SVP, the VP of Program Management will work across the Advanced Operations team to lead all strategic programs. This role will require significant communication with leaders across Comcast. This person will lead the onboarding of new products and services across all lines of business. Many of the service interruptions across our footprint are due to changes that are implemented without the necessary preparation or communication. This leader will be responsible for the development, implementation and continued improvement of a comprehensive intake program. Collaboration with senior leadership across product management, field operations, network operations, security, business services and enterprise operations will be critical. This leaders will also be responsible for a team of project/program management and operations analytics directors and staff. Operating responsibilities include:
• Provide program management leadership for all operations initiatives covering residential products, business services, enterprise and platform teams. Provide program/process management support for a team of over 300+ people working enterprise wide.
• Develop advanced intake process for operations utilizing market leading best practices. Implement the program across the enterprise.
• Provide board level executive program and operations updates to external executive teams on all Advanced Operations activities.
• Provide leadership to the teams responsible for change, incident and problem management standards and compliance. Develop and implement a process for continuous improvement. Reduce response times and incident occurrences.
• Work closely with other senior leaders for the planning and execution of product commercialization efforts.
• Work with the finance team to coordinate activities to fund operations, maximize investments, drive cost savings and increase efficiency across the entire Advanced Operations Group. Provide operations oversight for a multi-million dollar budget.
• Foster a culture of continuous improvement and employee engagement.
First year
First year success in the role will be measured by the ability of this leader to build lasting relationships across the business and product teams while meeting deadlines and operations focused KPIs. This is a new team and this role is critical in building the culture of the team and the working partnership with key stakeholders. There are tight deadlines to stand up the organization while meeting current operations requirements.
Core Skills/Traits
Leadership -- The role demands broad technical and business leadership as an important aspect including the continuation of building the most effective, efficient, and powerful platform development and operations team in the industry. Communicating and motivating this team to build and operate products with the highest scale and visibility within Comcast and outside the industry. Provide the leadership balance between longer-range strategic goals and near-term tactics. Proven mastery skill at taking lots of information and data into a thoughtful, distilled, and succinct decision or communications message is critical.
Technology & Execution -- Demonstrated experience taking an evolving vision and mapping to successful technical execution working all aspects of the eco-system. Proven skills to drive an agenda of multi-vendor open standards throughout execution. A track record of leading multiple simultaneous complex projects into seamless scaled production.
Growth -- This leader works collaboratively across the Technology, Business Units, Customer support organizations, and the field to ensure the reliability of our products and services.
Drive for Results-demonstrated track record of success in achieving high-impact business results in a complex and multi-business line work environment
• Proven, solid decision making processes balancing principles and data along with judgment
• True self-starter that can quickly and independently assess business requirements and become a trusted and integral part of the executive team
• Superior organization and planning skills, excellent written/verbal presentation and listening skills and the ability to present complex technical information in a clear, confident and concise manner to a variety of audiences, including non-technical
• Experience building a high performing organization through open and frequent communications at all levels of the organization with a genuine sensitivity and commitment to the development needs of the organization
• Proven ability to quickly gain trust, negotiate business objectives, have constructive debate, and work directly with a broad group of senior executives, including partnering with peer leaders, business units, and within the broader Product Development community
• Ability to apply performance management rigor hire, mentor, coach and develop directs and other high-potential managers to be the best that they can be, while ensuring they are in the right roles
Innovate for Impact-energize the organization to drive continuous improvement and explore and implement creative ideas to significantly improve performance
• Know-how to integrate customers and engineers in such a way that drives excitement, innovation, continuous improvement, and better ways to serve our customers and significantly improve performance
• Demonstrated strong understanding of customer needs, with ability to integrate insights into offerings that 'delight' our customers including recognizing the value of spending time with customers
• Ability to lead complex change in the organization by articulating a clear case for change and then gaining shared vision with employees through effective, frequent and timely communication. Strong problem-solving skills and analytical orientation with the ability to analyze alternative solutions
Inspire for Action-positively affect behavior of others to achieve high performance and personal satisfaction through a sense of purpose and spirit of collaboration
• Possesses advanced project management skills and the ability to effectively lead small high-performing teams by being a charismatic motivator and thought leader in the engineering organization
• Shows up as a passionate leader who is 'soft wired' to balance inquiry vs advocacy and works effectively across boundaries to ensure the best outcome for the business
• Serves as an entrepreneurial role model with 'own the outcome' mindset that can be applied at scale and through working with others
Qualifications
• BS with advanced degree preferred (e.g. MBA, MS, PhD. in Computer Science or Computer/Electrical engineering).
• At least 5+ years of experience developing and implementing company-wide programs at a company with 40,000+ employees. At least 10+ years of experience operating at a leadership level.
• Ability to develop performance metrics across the enterprise and then inform and influence operating decisions at the C-level.
• Demonstrated strength managing and developing diverse direct and 3rd party engineering organizations. Prefer an individual with experience and proven ability to manage an organization of 100+ with ability to scale, including across geographies.
• Proven track record of delivering successful world-class, large-scale, performance critical multi-million dollar software projects on time, on budget and with quality and security, all in support of large, growing, established businesses, as well as new businesses.
• Experiencemanaging complex system integration projects, including successful history of applying build/buy/partner principles for key solution elements.
• Proven ability to mold the product development team (and the overall business unit) into a seamless team, with common goals and vision while winning the hearts and minds of the employees.
Comcast is an EOE/Veterans/Disabled/LGBT employer