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Director
Comcast
Philadelphia, PA, United States
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IP Video Quality Director
The IP Video Quality of Experience Lead is a technically focused, business driven leader capable of excelling in a cross-platform media services environment with a focus on platform resiliency and continuous improvement. The candidate will establish a set of KPIs and review regularly for opportunities to improve the customer experience, with the goal of having a 100% error-free experience when viewing best-in-class IP-based video content.
Core Responsibilities:
• Strategy
◦ Identify areas for improvement across the end-to-end IP video experience.
◦ Drive initiatives related to these improvements across relevant teams, departments and field organizations as applicable.
◦ Develop and maintain strong relationships with the engineering, technical operations, product and field stakeholders.
◦ Primary point of contact for senior management across IP Video quality improvement initiatives.
• Awareness
◦ Integrate into technical team meetings and planning sessions to steer improvement activities.
◦ Work with the support and monitoring teams to understand current KPI coverage, parity with similar teams' PMs, and gaps that may affect platform integrity.
• Reporting
◦ Develop and communicate executive level reporting and communication for all IP Video Quality initiatives.
◦ Develop artifacts such as project plans, updated technical runbooks, detailed reports, gap analysis/areas for efficiency implementation.
◦ Identify gaps in reporting, instrumentation, alarms and other areas that may provide insight, visibility and understanding of the customer experience.
◦ Regularly review metrics to gauge customer experience and improvement efforts. Implement corrective actions as necessary.
• Improvement
◦ Sync with key management team owners to pull updated feedback into future status and planning sessions for improved approaches going forward.
◦ Facilitate consistent implementation of planning, readiness, execution and post mortem activities across all affected program areas.
Desired Qualifications:
At least 8 years of experience with consumer or enterprise software/operations (mobile, desktop, web, cloud, customer in-home appliance), including:
• IP Video Technologist familiar with the technology and distribution methods of IP Video
• Diplomat-skilled at handling difficult situations.
• Self-Managing-works with manager to identify goals and can handle without much need for clarification.
• Leader-Can lead a team of both direct reports as well as parallel, non-direct report team members for special projects, towards accomplishing an organizational goal.
• Technical operations project management experience.
• Strong communication and negotiation skills.
• Experience with Tableau and Splunk reporting a plus.
Comcast is an EOE/Veterans/Disabled/LGBT employer