Director of Technical Operations

Comcast Corporation is the nation's leading provider of cable, entertainment and communications products and services, with 24.1 million cable customers, 12.4 million high-speed Internet customers and 3.5 million voice customers. Headquartered in Philadelphia, Pennsylvania, Comcast is principally involved in the development, management and operation of broadband cable networks and in the delivery of programming content.

Comcast’s Philadelphia Metro Region provides service to over 1.1 million customers including the Pennsylvania counties of Bucks, Chester, Delaware, Montgomery and Philadelphia and New Castle County in Delaware. The region is home to over 3,500 talented employees The Director of Technical Operations is responsible for providing exceptional service to our subscribers by ensuring well-executed service delivery strategies and processes are in place. Overseeing a sophisticated technical network and a large mobile workforce responsible for delivering multiple product lines and services, the Director will provide leadership, strategic direction, and partner with cross-functional leaders to coordinate activities in order to ensure service reliability, market profitability and customer satisfaction. The Director partners with divisional, regional, and area teams to drive efficiencies through the business and ensures the network and infrastructure supports a seamless delivery of products and services and has overall responsibility for managing Technical Operations, Construction, and Workforce Management teams.

Job Responsibilities:
Develops a team ensuring the competence and continuity of qualified staff through the implementation of processes that will help in selection, training and development, appraisal and motivation techniques. Specifically, need to drive efficiency of the in-house teams while providing excellent customer service

Serve as the primary point of contact for divisional and regional counterparts in relation to technical operations and engineering initiatives that impact the region. Manage initiatives that affect regional resources, including deployment of new products or processes, training, performance evaluation and budget. Ensure systems and system staffs are able to respond to the demands of new technology deployment and maintain an in-depth technical knowledge of new technology.

Provide leadership and direction to the System’s key operating leaders and collaborate with all cross-functional departments to ensure effective implementation of methods and procedures, to identify expedient and comprehensive solutions to customer impacting issues and to ensure attainment of profitability and growth objectives.

Ensures a comprehensive approach to monitor for anomalies and trends within function and across functions to determine potential impact to network, service and customer experience with the ability to determine root cause and execute effective and expedient resolutions.

Partner with area, regional and divisional leadership teams to develop strategic plans to ensure the technical workforce is constantly engaged in learning and development to further enhance their ability to stay ahead of the competition and skilled in our technology. Develop standards for plant and network management.

Develop and implement strategies to achieve all network, service, and financial goals. Ensure that all business plans are achieved through effective management of network operations, construction, quota, and dispatch personnel. Establish and monitor clearly defined key performance indicators for all Technical Operations and Engineering personnel to support best in class customer service.

Responsible for overall financial management of the regional Technical Operations team, including operating expenses, capital budget, forecasting, and strategic planning for the department.


Required Skills:
Bachelors Degree in Business Administration or Computer Science or Electrical Engineering desired.

Seven to Ten years senior management experience in a technical operations or engineering environment or in a senior management role overseeing a large, mobile workgroup in a customer service oriented environment

Demonstrated leadership ability in motivating staff through creating an inclusive environment, providing effective communication of goals and objectives and ensuring a strong sense of ownership and accountability towards the organization’s success.

Strong sense of urgency in support of providing best in class customer service.

Strong planning, analytical, financial, problem solving and trouble shooting skills.

Prior experience in effectively developing and implementing strategic organizational objectives with strong change management skills.

Outstanding interpersonal and communication skills and a strong passion for their job.

Ability to effectively communicate with customers, municipal officials and agencies, and senior company management.