Sr. Director, Global Service Assurance

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 directing, planning, managing and overseeing the activities and operations of the CBG Global NOC. Provides leadership and direction for diverse and complex functions. Contributes to the development of the organization's business strategy. Interprets business strategy and develops organizational objectives to align with this strategy. Typically manages multiple teams of professionals.

Job Description

Core Responsibilities

• Recommends alternatives or adjustments to correct problems or solidify successes in the perspective of current and proposed operating strategies.
• Identifies and drives operational improvements to create efficiencies with regards to cost and performance.
• Develops technical support strategy in accordance to the Company's mission and core objectives.
• Develops an annual business plan and operating budget for the department and monitors the implementation of these to ensure that the financial targets are met.
• Negotiates Service Level Agreements (SLAs) with both internal and external customers and service providers and monitors service delivery to ensure the agreed targets and standards are met.
• Defines and seeks approval for the level of technical support resources required to meet these goals and priorities and schedules major projects.
• Directs the preparation and implementation of policies, procedures and standards.
• Directs, attends and participates in staff meetings and related activities; attends workshops to keep up-to-date with technical issues.
• Maintains and controls confidential documentation.
• 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.

Employees at all levels are expected 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 & diversity.
• Do what's right for each other, our customers, investors and our communities.

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

Cisco Software-Defined (SD) Wide Access Network (WAN) Management, Customer-Support, Escalation Management, Leadership

Compensation

Primary Location Pay Range: $138,751.71 - $208,127.56

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.  That’s why we provide an array of options, expert guidance and always-on tools, t