Manager XOC (Chelmsford, MA | New Castle, DE)
Chelmsford, MA

Job Description

Business Unit:

Schedule: Monday-Thursday 10:00pm-9:00am

Job Summary:

Responsible for managing the Excellence in Operations team that monitors, repairs, and maintains network infrastructure. Implements and ensures adherence to department procedures, processes, and policies. Maintains relationships with people across a variety of 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.\

Core Responsibilities:

* Assists with developing new and/or updated policies, procedures, and processes. Implements LMC 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.
* Implements and maintains monitoring processes for all services, network performance, network maintenance, telecommunications maintenance, facilities management, CMTS's, and overall network performance/reliability.
* Assures 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.
* Plans and leads department projects and initiatives and provides expertise and leadership in cross-functional project teams.
* 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.
* Integrates department strategy 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:

* Bachelors Degree or Equivalent
* Engineering
* Generally requires 6-9 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer