Director - Field Operations - Comcast - Sacramento

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.


Primary Responsibilities

Develops and implements business strategies across the Technical Operations organization to meet established service metrics and quality assurance goals. Responsible for end-to-end network performance for homes passed and all service delivery and fulfillment services for subscribers.
Establishes and monitors clearly defined key performance indicators (productivity, quality, service rates, etc.) for all Technical Operations personnel to support best in class customer service. Develops and implements strategies to achieve all network, service, new subscriber, and financial goals.
Assures network performance/service level compliance and reporting with federal, state, and local requirements including annual FCC proof of performance and signal leakage.
Leads, directs, and motivates a team comprised of management, exempt, and non-exempt employees.-Participates in the hiring, training, and development of the Technical Operations staff to ensure that personnel development and company financial goals are achieved.
Partners with Learning and Development to maintain a continuous learning environment for employee skill development and career growth.
Manages the finances of the Technical Operations team, including operating expenses, capital budget, forecasting, and strategic planning for the department.
Develops and maintains strategic partnerships with cross-functional organizations to ensure effective implementation of methods and procedures as well as to identify expedient and comprehensive solutions to customer-impacting issues.

Core Responsibilities

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 and tool utilization success rate.
Compiles explanations and action plans for monthly metric review
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) as necessary.-Other duties and responsibilities as assigned.

Job Specification

Education Level:
Bachelor's Degree or Equivalent
Years Experience:
Generally requires 10+ years related experience

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