Manager 2, XOC; Change Management
Chelmsford, MA

Job Description

Business Unit:

Summary

Responsible for managing the Excellence in Operations Network Change Management team with focus on quality ticket development, SMOP standardization and successful execution of division Network Change Management. This role will be responsible for development and governance over division moratorium calendar and incorporating the proper level of risk mitigation in support of the customer experience.

As a leader within the XOC successful candidates will have a firm understanding of the core functions including monitoring, repairing, and maintaining network infrastructure.

Implements and ensures adherence to department procedures, processes, and policies. Maintains relationships with people across a variety of functional areas within the organization. Plans and leads projects and provides expertise in cross-functional project teams. Has overall responsibility for developing/administering performance standards for organizational unit. Develops processes and procedures to implement functional strategies. Develops financial and operational objectives. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Has a greater degree of impact on business results, and typically manages one or more groups of professional employees.

Core Responsibilities:

* Provides leadership over the division Network Change Management team including productivity/quality, employee development and overall performance management.
* Ensures creation of quality scheduled maintenance tickets that support the execution of the division plan of record.
* Develops new and drives continuous improvement over Change Management processes.
* Plans and leads department projects and initiatives and provides expertise and leadership in cross-functional project teams.
* Oversees the implementation of XOC Service Level Agreements, policies, procedures, and processes to ensure efficient and effective support for all operating systems.
* Ensures that established National Service Level Agreements for all processes and procedures are followed at all levels.
* Oversees implementation of, and maintains monitoring processes for: all services, network performance, network maintenance, telecommunications maintenance, facilities management, CMTS, and overall network performance/reliability.
* Ensures proper tracking and reporting of network related measurements including network health reports, post-mortem of outages, outage reports, headend reports, trending reports/analysis, and management/operating summaries.
* Ensures all department projects and initiatives are completed on time and within budget.
* Develops team performance standards and conducts performance reviews to ensure that staff is operating at optimum efficiency and in accordance with Company standards.
* Ensures that department strategies are integrated into daily goals and objectives.
* Develops, trains, and mentors staff and ensures they have the resources available to competently and efficiently perform their duties.
* 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.

Employees at all levels are expect 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 and diversity
* Do what's right for each other, our customers, investors and our communities

Job Specification

* Bachelor's Degree or Equivalent
* Generally requires 8-11 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer