Senior Director, Engineering Operations

Comcast's Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. Because our employees are our most valuable asset, we offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia).

Job Summary

Responsible for directing and implementing the strategic and financial operations of all Engineering Departments by creating budgets, providing strategic operational direction effecting the entire enterprise and ensuring organizational effectiveness. Monitors compliance with corporate and division customer service standards, policies and procedures. Implements and promotes a customer-driven service culture. Acts as a champion through continued focus on proactively identifying and addressing processes impacting engineering. Provides leadership and direction for diverse and complex functions. Contributes to the development of the organization's business strategy. Interprets business strategy and develops organizational objectives to align with this strategy. Typically manages multiple teams of professionals.

Job Description

The Technology, Product, Experience (TPX) organization works at the intersection of media and technology and our innovative teams are continually developing and delivering products and next-generation technologies that transform the customer experience.

Reliability Experience and Global Product Operations, led by James Manchester, SVP and Chief Reliability Officer, is responsible for developing and leading the programs that allow us to deliver on our dedication to providing the best, most reliable network, product, and service experiences, as well as a consistent standard of excellence, across our customer base, inclusive of those from Sky and our syndication partners. This group also partners closely with Xfinity Growth, Innovation, and Experience (XGIE), our residential consumer business unit, and the field to develop solutions that allow us to grow market share in unique channels, including multi-dwelling units, retail and higher education campus environments.

About the Team/Role

Within the TPX Reliability organization, Comcast's Customer Interactions team is focused on building proactive notification experiences to connect customers with everything they love. These proactive experiences are delivered through "moments that matter" to establish trust and positive experiences with Xfinity, and we are constantly pushing the boundaries through new technologies and approaches such as with Xfinity Intelligent Telemetry that is based on billions of customer data points to predict troubleshooting paths, and our aiQ Journey & Messaging Platform that enables proactive communications through real-time event data and precise intelligence.

The core capabilities of the aiQ Journey & Messaging platform span message orchestration, publishing, governance, and analytics, in order to reach our customers via SMS, Push, email, and in-product notifications.

This role will directly lead the product operational focus of our aiQ Journey & Messaging Platform by working closely with engineering, product and operations teams to ensure quality across these dimensions:

• Functionality: Does the aiQ Journey & Messaging Platforms work correctly?
• Stability: Does the aiQ Journey & Messaging Platforms work reliably?
• Performance: Does the aiQ Journey & Messaging Platforms work optimally?
• Satisfaction: Does the aiQ Journey & Messaging Platforms satisfy our customers?

Core Responsibilities

• Driving deep and critical business analysis of leading metrics of the platform performance
• Identification of platform performance trends and associated root causes to fluctuations
• Building a roadmap of proactive notification experience improvements derived from operational insights and recommendations
• Leadership support of platform stability/reliability features.
• Stakeholder management of operational improvements in addition to issues and defects

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.

About Our Perks & Benefits:

We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated!

Here's a look at just some of the perks and benefits we make available to our US-based employees:

• Medical & Dental
• 401(k) Savings Plan
• Generous paid time off
• Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
• Courtesy Services - We offer all of our full-time employees in serviceable areas free digital TV and internet.
• Discount tickets for Universal Resorts, including theme park tickets and onsite hotel rooms.

Learn more at https://jobs.comcast.com/life-at-comcast/benefits

Reasonable Accommodation

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

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.

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality-to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the benefits summary on our careers site for more details.

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.

Certifications (if applicable)

Relative Work Experience

10 Years +

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.