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Sr Director Field Operations
Comcast
Manchester, NH, United States
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This leader will be responsible for providing strategic direction, support and direction for the Northeast Division CommOps. Develops and interprets business strategy that involves improving the customer experience commensurate with organizational efficiency improvements. Focused on forecasting, quota build strategy, routing, on time arrival, containment, ER/Chat escalations and other CommOps responsibilities.
Summary
Responsible for providing both strategic direction as well as day-to-day management of Field Operations including technical aspects of field programs, specifically CommOps. Works cross-functionally and collaborates closely with other senior leaders to ensure achievement of targeted objectives. Directs people, programs, operations, and financial resources. Providesleadership and direction for diverse and complex functions. Contributes to the development of the organizations business strategy. Interprets business strategy and develops organizational objectives to align with this strategy. Typically manages multiple teams of professionals.
Core Responsibilities
• Directs the successful execution of the field workforce function to include dispatching of work, routing of work, disposition of work, building of quota, quota adherence, and all field support activities (call handling, job updates, tech support)
• Oversees the Resource Forecast strategy and execution for the Division. Responsible for managing all facets of fulfillment resource forecasting, scheduling, accuracy and other operational activities while forecasting resources to meet business objectives.
• Tracks and reports on key trends in workforce management such as missed/late appointments, technician support response time, work order statuses, job routing, technician productivity, dispatcher productivity, tool utilization success rate and routing containment.
• Builds Workforce Planners that ensure the appropriate level of dispatch resources needed to support the Field Technicians.
• Develops and refines the management strategy for the department. Ensures consistent and effective practices and procedures.
• Compiles explanations and action plans for monthly metric review.
• Assists Area teams with contractor performance and capacity planning.
• Leads meetings to identify areas that need research or support, shares best practices across areas, reviews and discusses contract labor trends, reviews company initiatives,
and discusses obstacles that are impacting operations.
• Develops budget and forecast models and ensures accuracy of both for tracking and trending all capital and expense line items for workforce management.
• Ensures the proper completion and disposition of every work order entering the field.
• Serves as the NED market lead for field Workforce 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) as necessary.
• Other duties and responsibilities as assigned.
• Travel is required
Education Level
• Bachelor's Degree or Equivalent
Years of Experience
• Generally requires 12+ years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer