Manager, Field Service Operations

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for the planning and execution of all team assigned tasks. Ensures that a diverse set of implementation and support activities are delivered successfully, leading teams to accomplish objectives by managing all resources and activities and ensuring that the goals and objectives of the implementation are accomplished within prescribed time frame, funding parameters and to customer specifications. Oversees the communication flow between functional groups. Develops, motivates and coaches team to ensure they achieve results. May manage a team including exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive team efficiencies. Responsible for meeting departmental budget.

Job Description

Core Responsibilities:

• Achieves operational objectives by contributing information and recommendations to strategic plans and reviews.
• Prepares and completes action plans, monitoring the status and overseeing the team who is executing on the plan.
• Implements production, productivity, quality and customer-service standards. Resolves problems, completes audits, identifies trends, determines system improvements and implements change.
• Oversees coordination team scheduling activities and collaborates with various functional departments' leads to ensure delivery of implementations meet client objectives and client satisfaction is maintained.
• Meets financial objectives by forecasting requirements, preparing budgets, scheduling expenditures, analyzing variances and initiating corrective actions.
• Oversees quality assurance program for division through the ongoing review of policies and procedures used by project coordination teams. Analyzes challenges, problems and process breakdowns to ensure that lessons are learned and improvements are made.
• Oversees and develops policies to increase productivity, teamwork and quality. Provides leadership on business processes and promote a culture of efficiency and continuous improvement.
• Manages team by interviewing, selecting, orienting, training, assigning, scheduling, coaching, counseling and disciplining employees. Communicates job expectations. Plans, monitors, appraises and reviews job contributions. Enforces policies and procedures. Determines procedures, resolves operational issues and ensures personnel receive required information and documentation to perform their tasks efficiently.
• Proactively analyzes processes and training needs to identify opportunities for service delivery improvements and increased efficiency. Develops, motivates and coaches team to ensure they achieve results.
• Reviews team KPIs (Key Performance Indicators) with supervisors weekly. Coaches and develops remediation plans as needed to ensure team members meet KPI objectives. Reviews team member performance. Recognizes, rewards and retains exceptional leadership talent within the team.
• Ensures project implementation plan is built and formally delivered to client in presentation format.
• Becomes involved in sales-related efforts to secure contracts/proposals as needed, which could include onsite travel for pre sales process, ongoing customer health check meetings and trainings.
• Acts as an escalation point for clients and internal team.
• 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.

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.

Skills

Analytical Thinking, Coaching, Communication, Customer Service, Identifying Opportunities, Results-Oriented, Strategic Objectives

Compensation

Primary Location Pay Range: $74,395.44 - $111,593.16

This job can be performed in Colorado with a Pay Rang