X1 Quality-Video Device Director

Comcast Philadelphia, PA

About the Job

Business Unit:

Job Summary:

Join the team that is focused on providing the best-in-class video experience to our Comcast X1 customers. The video device quality lead will be responsible for understanding national deployment profiles, technology/video delivery interop (MoCA, WiFi, etc) as well as developing models and analytics to understand performance trending across multiple STB devices and software releases. The individual will be responsible for understanding error trends and performance while simultaneously working with hardware and software engineering teams to create initiatives to drive improvements into the platform. This high-profile position will provide insights, observations and improvements as regular feedback to the Comcast senior leadership and supporting staff.

Core Responsibilities:

The Quality Director is a technically focused, business driven operations leader capable of excelling in a cross-platform media services environment with a focus on platform resiliency and continuous improvement. The candidate will establish a set of KPIs and review regularly for opportunities to improve the customer experience, with the goal of having a 100% error-free experience when viewing best-in-class IP-based video content.

  1. Strategy
    1. Build out a strategy to enhance, empower and refine existing operations and identify new milestones to grow the efficiency and skill of the team going forward.
    2. Develop and maintain strong relationships with the engineering, technical operations and key product and service stakeholder teams.

  1. Awareness
    1. Integrate into technical team meetings and planning sessions to gauge readiness for Operational involvement (e.g., scope, target timing, impacts, process areas and support).
    2. Work with the support and monitoring teams to understand current KPI coverage, parity with similar teams' PMs, and gaps that may affect operational integrity.

  1. Operation
    1. Coordinate readiness efforts consistently across multiple teams and product platforms, serving as the operational liaison throughout the program.
    2. Capture detailed documentation of the core team's activities and results (time based accomplishments, gaps identified, anomalies, successes).

  1. Reporting
    1. Develop artifacts such as project plans, updated technical runbooks, detailed reports, gap analysis/areas for efficiency implementation.
    2. Create professional executive summaries based off of updates gathered, diagrams, captured details, findings and gaps uncovered during the operations lifecycle.
    3. Identify gaps in reporting, instrumentation, alarms and other areas that may provide insight, visibility and understanding of the customer experience.

  1. Improvement
    1. Sync with key management team owners to pull updated feedback into future status and planning sessions for improved approaches going forward.
    2. Facilitate consistent implementation of planning, readiness, execution and post-mortem activities across all affected program areas.

Job Specification:

  • Bachelor's Degree or Equivalent
  • Business, Engineering
  • Generally requires 10+ years related experience
  • At least 5 years of operational experience on consumer or enterprise software/operations (mobile, desktop, web, cloud, customer in-home appliance), including:
    • Video Technologist familiar with the technology and distribution methods of Video (Cable, QAM, IP, etc)
    • Diplomat-skilled at handling difficult situations.
    • Self-Managing-works with manager to identify goals and can handle without much need for clarification.
    • Leader-Can lead a team of both direct reports as well as parallel, non-direct report team members for special projects, towards accomplishing an organizational goal.
    • Technical operations project management experience.
    • Strong communication and negotiation skills.

Comcast is an EOE/Veterans/Disabled/LGBT employer