Director, Field Operations

Company: Comcast
Location: Livermore
Posted on: May 15, 2022

Job Description:

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Job Summary Responsible for providing both strategic direction and day-to-day management of field operations including technical aspects of field programs. Works cross-functionally and collaborates closely with other senior leaders to ensure achievement of targeted objectives. Provides leadership and direction for team which may include multiple functional areas. Develops and implements strategy for functional area(s). Develops and manages budget.
Job Description
Responsibilities
Evaluates actual results against expected performance and communicates areas for improvement in support of COMCAST BUSINESS product lines and customer base.
Leads teams delivering solution technology for business customers (ranging from Small/Medium to Large/Enterprise/National solutions) and plans for regional manpower resources and skill set requirements.
Establishes, evaluates and implements performance metrics for Comcast Business Technical Operations within the Region. Measures and analyzes actual performance and makes recommendations for improving profitability where needed.
Coordinates and drives cross functional initiatives, proactively identifying dependencies and driving issues to resolution.
Works effectively in project creation and alignment initiatives, working with peers leaders and senior leaders across the country, implementing process solutions benefiting California's Operations.
Collaborates with other operational departments such as Network, Construction, Business Services, and Finance to ensure resources are available to support daily needs and special projects.
Responsible for leading and developing teams including leading leaders.
Consistent exercise of independent judgment and discretion in matters of significance.
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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, text/chat handling, pre/post calling), ticketing, ticket tracking and handling, escalations, field communications, reporting and automation tool and handheld support.
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 and tool utilization success rate.
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.
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) and overtime as necessary.
Other duties and responsibilities as assigned.

Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Respect and promote inclusion & diversity.
Do what's right for each other, our customers, investors and our communities.

Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
10 Years +
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Keywords: Comcast, Livermore , Director, Field Operations, Executive , Livermore, California