Sr. Manager, Excellence in Operations

Comcast•Philadelphia, PA

13h•$117,063 - $183,957

About The Position

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast. Job Summary The Manager of XOC Operations will lead and oversee the end-to-end implementation, execution, and continuous improvement of core operational workflows that support network health, chronic impairment prevention, proactive customer experience management, and cross‑functional alignment. This role is accountable for driving process rigor, operational consistency, and measurable performance outcomes across a portfolio of engineering and network operations functions. The manager will be responsible for monitoring and analyzing network performance trends and developing dashboards that provide clear operational insights. Additionally, this leader will ensure that the operational processes outlined in the XOC Evolution Framework are fully adopted, optimized, and executed with excellence. Job Description Core Responsibilities Develops or updates department policies, procedures and processes. Oversees the implementation of XOC 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. Oversees implementation of and maintains monitoring processes for: all services, network performance, network maintenance, telecommunications maintenance, facilities management, CMTS and overall network performance/reliability. Ensures 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. Ensures that department strategies are integrated 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) 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. Support a culture of inclusion in how you work and lead. 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.

Requirements

Skills Collaborative Leadership, Communication, Customer Experience (CX), Leadership, Network Operations Management, Process Flow Development
Education Bachelor's Degree While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience 7-10 Years

Responsibilities

Develops or updates department policies, procedures and processes.
Oversees the implementation of XOC 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.
Oversees implementation of and maintains monitoring processes for: all services, network performance, network maintenance, telecommunications maintenance, facilities management, CMTS and overall network performance/reliability.
Ensures 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.
Ensures that department strategies are integrated 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) 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.
Support a culture of inclusion in how you work and lead.
Do what's right for each other, our customers, investors and our communities.