Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)
Job Summary
The Manager of National Locates Operations will work as part of the national Locates program team to oversee national locates operations, ensuring compliance with regulations and optimizing vendor performance to help prevent damage to Comcast’s underground infrastructure. This role is pivotal in developing and implementing national standards and processes related to locates and damage investigations.
Job Description
Responsibilities:
- Monitor and evaluate vendor performance to ensure adherence to contractual obligations and performance metrics.
- Manage and optimize ticket management to ensure efficiency and accuracy with locate requests and responses across ticketing ecosystem from creation to resolution.
- Partner with data teams to identify operational efficiency opportunities and validate analysis that may be used for key business decisions.
- Serve as the primary point of contact between field teams and vendors, facilitating clear communication and prompt issue resolution.
- Address and resolve escalations with vendors, ensuring that issues are managed promptly and effectively.
- Develop and implement national standards and processes for locates and damage investigations to ensure consistency and compliance across all operations.
- Work with multiple teams across the company, including construction, legal, government affairs, finance and procurement.
- Serve as a subject matter expert regarding best practices in underground damage prevention.
- Facilitating discussions with business leaders to capture data analysis needs and define technical requirements
- Advising on data relevancy, sourcing alternatives to ensure robust analytics for stakeholder inquiries
- Overseeing the analysis of complex data sets to identify actionable insights with self-service analytics tools
- Conducting exploratory data analysis to identify key business drivers and validate hypotheses
- Presenting to executives using narrative-driven reports and effective data visualizations
- Consistent exercise of independent judgment and discretion in matters of significance.
Qualifications:
- Bachelor’s degree in business administration, operations management or a related field.
- Minimum of 5 years in operations management, with a focus on vendor management and compliance.
- Experience with underground damage prevention, 811 one call centers and/or ticket management systems preferred
- Excellent communication abilities, analytical and problem-solving skills and proficiency in using ticket management systems and other relevant software.
- Preferred: Experience leading investigations related to Locates/state regulatory concerns
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.
- Support a culture of inclusion in how you work and lead.
- 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.
Skills
Data Analytics, Leading by Influence, Regulations, Stakeholder Influence, Vendor Management
Compensation
Primary Location Pay Range: $120,949.20 - $181,423.79
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.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. 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 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)
Relevant Work Experience
5-7 Years
Comcast is 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.