Manager 1, Excellence in Operations

Comcast•Plano, TX

49d•$97,797 - $161,366•Hybrid

About The Position

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 Leads a team of engineers within the Comcast Business Global NOC, responsible for monitoring, maintaining, and restoring customer network services. This role requires a proactive, customer first mindset and the ability to view issues from the customer’s perspective to ensure the highest quality of support. Must be proficient and confident working with technical engineering teams, understanding complex network concepts, and communicating using technical language. This role ensures that departmental processes, procedures, and policies are consistently followed and continuously improved. Builds strong relationships across internal teams and with high profile customers, supports cross functional initiatives, and leads key projects. The role includes setting performance expectations for the team, developing operational standards, and shaping processes that align with broader organizational strategies. Job Description Location Requirement: This role requires being in the office four days per week, with one day being remote.

Requirements

Skills Customer Experience (CX), Technical Knowledge, Troubleshooting
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 5-7 Years

Responsibilities

Ensure customer networks are stable, well‑maintained, and restored quickly during service-impacting events, while keeping customers proactively informed throughout the process.
Provide day‑to‑day support, guidance, and direction to a team of engineers responsible for delivering technical support and network troubleshooting.
Possess a solid understanding of SD‑WAN, routing, switching, and general networking fundamentals to effectively support engineers and communicate with customers.
Maintain familiarity with key industry technologies and products, including solutions from vendors such as Fortinet, Meraki, and others relevant to the customer environment.
Assures proper tracking and reporting of network related measurements including network health reports, post-mortem of outages, outage reports, trending reports/analysis and management/operating summaries.
Plans and leads department projects and initiatives and provides expertise and leadership in cross-functional project teams.
Develops team performance standards and conducts performance reviews to ensure that staff is operating at optimum efficiency and in accordance with Company standards.
Integrates department strategy into daily goals and objectives.
Develops, trains and mentors staff and ensures they have the resources available to competently and efficiently perform their duties.
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.
Other duties and responsibilities as assigned.
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.