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Sr. Mgr. Field Operations

Company: Comcast
Location: Troy
Posted on: January 8, 2021

Job Description:

Job SummaryResponsible for the planning and execution of all implementation and support activities assigned to the department. Develops financial and operational objectives including responsibility in developing the departmental budget Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Develops policies and procedures to drive continuous improvement within the department. Has a greater degree of impact on business results and typically manages one or more groups of professional employeesJob DescriptionCore Responsibilities

  • Achieves operational objectives by actively assisting in the development of 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.
  • Meets financial objectives by forecasting requirements, preparing budgets, scheduling expenditures, analyzing variances and initiating corrective actions for large scale clients.
  • Oversees quality assurance program for department through ongoing review of policies and procedures used by department, Analyzes challenges, problems and process breakdowns to ensure that lessons are learned. Develops and implements improvements.
  • Develops and implements policies to increase productivity, teamwork and quality. Provides leadership on business processes and promote a culture of efficiency and continuous improvement.
  • Manages team by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling and disciplining employees. Communicating job expectations. Plans, monitors, appraises and reviews job contributions. Enforces policies and procedures.
  • Proactively analyzes processes and training needs to identify opportunities for service delivery improvements and increased efficiency.
  • Reviews team KPIs (Key Performance Indicators) with managers monthly. Coaches and develops remediation plans as needed to ensure direct reports and their teams meet KPI objectives. Reviews performance. Recognizes, rewards and retains exceptional leadership talent within the team.
  • Determines procedures, resolves operational issues and ensures personnel receive required information and documentation to perform their tasks efficiently. Oversees the communication flow between functional groups. Develops, motivates and coaches supervisors and managers to ensure they achieve results.
  • Ensures implementation plan is built and formally delivered to client in presentation format.
  • Partners with sales leaders on 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.
  • Works on special projects as assigned.
  • 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.Comcast is an EOE/Veterans/Disabled/LGBT employer.

Keywords: Comcast, Troy , Sr. Mgr. Field Operations, Other , Troy, New York

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