Enable America Jobs

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for overseeing and directing the multi-product and enterprise solutions technical teams and managers. Manages a team capable of executing large projects accurately taking into account varied and unique product requirements and balancing the priorities of those projects. Provides decisive and proactive leadership to establish staffing, operations, procedures and metrics/SLAs. Manages professionals at manager, supervisor and professional levels. Ensures appropriate resources to achieve financial and business objectives. Influences, shapes and integrates strategy for functional area(s). Reporting directly to the Vice President of Global Service Assurance, this role will be an extremely visible role servicing our Top 50 Enterprise Customers. The Sr. Director of Technical Account Management will be responsible for leading, developing, and inspiring a growing team of Technical Account Managers (TAM) chartered with ensuring Comcast Business (CB) customers successfully govern CB Managed Services solutions and in achieving measurable critical business outcomes for our customers. We are looking for a dynamic leader that has vision, depth, and execution experience to drive a strategic part of our business. The ideal candidate will possess a wealth of experience in creating and growing technical advisory programs with a focus on a repeatable methodology and scalable business models. Your efforts will contribute to fostering a robust ecosystem of satisfied customers who derive intrinsic value from CB products and solutions. This is a unique opportunity to make a significant impact on the growth and success of our TAM function. While this is a remote eligible position, the expectation is for the candidate to be based out of one of the locations - Philadelphia (PA), Denver (CO), Naperville (IL) or Plano (TX). If you are ready to take on a strategic leadership role and contribute to the ongoing success of the growth of CB Enterprise segment, we invite you to join us on this exciting journey.

Job Description

Core Responsibilities

• Serve as an executive sponsor for key accounts, taking personal ownership for customer outcomes

• Lead and energize a high-performing organization, set a clear ITIL Framework vision, and establish a culture of Continual Service Improvement (CSI).

• Lead all operational aspects by ensuring stable, robust and scalable operational processes to support enterprise customers.

• Play an active role in the management team by participating in project management prioritization, daily change management meetings and other departmental responsibilities.

• Create and implement standardized processes and improving on existing methodologies, including departmental structures and organizational improvements.

• Ensure team coverage of 24/7/365 operations, to include data center operations, on-call duties for technical response management and issue resolution.

• Work closely with team leaders to assure high levels of customer satisfaction.

• Manage enterprise services operations activities in multiple locations.

• Establish and maintain solid vendor and partner relationships.

• Work closely with NOC, SOC, Contact Center, field operations, account team, sales, product development, delivery and business development staff.

• Direct the preparation and implementation of policies, procedures and standards.

• Prepare, analyze and manage operations through statistical analysis of activities.

• Provide oversight and an escalation role for enterprise business solutions technologies.

• Build relationships with the division and market engineering and operations, national engineering and operations and corporate business development groups.

• Develop staffing plans. Recruit and hire management team. Establish individual performance goals for direct reports, conduct performance reviews and provide coaching and counseling.

• Collaborate with resource management team to anticipate staffing needs in addition to recruiting, training and continually developing team members.

• Ensure achievement of all system, team and individual customer service goals and standards.

• Participate in annual budgetary and financial management, workforce including forecasting and planning. Develop long range strategic planning and cost operations management.

• Deploy new functionality quickly and accurately, minimizing disruptions even during maintenance windows.

• 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.

• Preferred professional working experience or certification with ITIL or Six Sigma or Scrum

• Experience in working in Service Now or a comparable ITSM tool.

• 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.

• Respect and promote inclusion & diversity.

• 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.

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, genetic information, or any other basis protected by applicable law.

Salary:

Pay Range: This job can be performed in Colorado with a Pay Range of $121,413.29 - $190,792.31

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) 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.

Relevant Work Experience

10 Years +