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Field Services Operations Manager (2nd shift)

Company: Comcast
Location: Hamilton
Posted on: October 12, 2019

Job Description:

Business Unit: Job Summary: **This is a second shift 2-10pm or 3-11pm **
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.

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 recruiting, 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) as necessary.
- Other duties and responsibilities as assigned. Job Specification:
- Bachelor?s Degree or Equivalent
- Generally requires 6-9 years related experience 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 and diversity
- Do what's right for each other, our customers, investors and our communities

Comcast is an EOE/Veterans/Disabled/LGBT employer

Keywords: Comcast, Hamilton , Field Services Operations Manager (2nd shift), IT / Software / Systems , Hamilton, Ohio

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