Director, Field Operations

Comcast Sacramento, CA

About the Job

Business Unit:

Benefits for new hires start on Day 1.

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Summary

Responsible& for& providing& both& strategic& direction& and& day-to-day management& of& field& operations& including& technical& aspects& of& field programs.& Works& cross-functionally& and& collaborates& closely& with& other senior& leaders& to& ensure& achievement& of& targeted& objectives.& Provides leadership& and& direction& for& team& which& may& include& multiple& functional areas.& Develops& and& implements& strategy& for& functional& area(s).& Develops and& manages& budget.

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Employees& at& all& levels& are& expect& 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.
-& Help foster and create a Great Place to Work environment in partnership with business leaders.
-& Aid and assist in the Professional Development of Others.

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Core& Responsibilities:
- Directs& the& successful& execution& of& the& field& workforce& function& to& include dispatching& of& work,& routing& of& work,& disposition& of& work,& building& of& quota,& quota adherence,& and& all& field& support& activities& (call& handling,& job& updates,& tech& support.
- Tracks& and& reports& on& key& trends& in& workforce& management& such& as& missed/late appointments,& technician& support& response& time,& work& order& statuses,& job& routing, technician& productivity,& dispatcher& productivity,& and& tool& utilization& success& rate.
- Builds& Workforce& Planners& that& ensure& the& appropriate& level& of& dispatch& resources needed& to& support& the& field& Technicians.
- Develops& and& refines& the& management& strategy& for& the& department.& Ensures consistent& and& effective& practices& and& procedures.
- Compiles& explanations& and& action& plans& for& monthly& metric& review.
- Assists& Area& teams& with& contractor& performance& and& capacity& planning.
- 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.

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Education& Level:
- Bachelors& Degree

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Years& of& Experience:
- Generally& requires& 10+& & years& related& experience





Comcast is an EOE/Veterans/Disabled/LGBT employer