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Director, Business Operations
Comcast
Philadelphia, PA, United States
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Director, Business Operations - Xfinity Home
Job Summary:
The 'Director, Service Management Tools' will direct key business planning and deployment activities as it relates to Care, Tech facing, and Self-Help tools for the Xfinity Home suite of Home Security, Automation and IoT products. He or she will play a key role in leading internal and external cross-functional teams (including Engineering, Product, Supply Chain, Go-To-Marketing, Marketing, and others) to envision, development, and deliver new customer self-help capabilities, frontline tools enhancements. The ideal candidate will quickly identify and learn the various apps, clients and tools used for Operational support by Comcast field technicians, support agents, billing agents and end-user customers. The Director will also be responsible for managing Xfinity Home Systems & Technology roadmaps across all customers and frontline interfaces.
Core Responsibilities:
• Create goals, business plans, and roadmaps for tech, care agent, and self help facing tools
• Lead activities that drive operational excellence for Xfinity Home products through exceptional employee and customer experience.
• People leader; manages a team of managers responsible for executing projects.
• Oversee development of business cases Understand the financial and customer impact of the product within the larger scope of the company's revenue and cost targets. Is able to identify success metrics in preparation for new product launches
• Manages prioritization of projects based on value to the business and customer, frontline impact.
• Partner with regional, divisional, and corporate personnel to implement Xfinity Home plans and strategies.
• Ability to communicate to a wide variety of audiences, for example, senior leadership, development teams and finance.
• Collaborates with cross functional groups to propose and manage creative solutions for improving coordination, collaboration, and communication.
• Develop key program deliverables including (but not limited to) business requirements, issues logs, training and communications, publish project schedules, milestones.
• Oversee the development of processes, identification of potential points of failure, and root cause analysis.
• 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.
Job Specification:
• Bachelors Degree or equivalent work experience with Field of Study being Engineering, MIS, Business, or a related field.
• Generally requires 10+ years related experience.
• Proven strategic problem solver with a track record of delivering original solutions backed up by strong analytics.
• Demonstrated ability to manage complex technology projects while working with teams across the enterprise.
• Strong time management and prioritization skills with a demonstrated ability to execute against multiple projects and excel in a fast-paced, results-oriented work environment.
• Excellent written and verbal communication skills.
• Strong ability to demonstrate leadership both internally and externally.
• Self-starter with ability to quickly grasp complex subject matter.
• Must be able to bridge the gap between business and technology and an ability to drive innovation and ideas independently.
Additional Requirements:
• Basic level of prior computer programming experience, understanding of APIs and concepts of object-oriented programming is strongly preferred.
• Prior telecommunication, technology or cable experience is preferred.
• Direct experience in fast paced technology or new media industry.
Comcast is an EOE/Veterans/Disabled/LGBT employer