Manager, National Locates Operations

Comcast • Philadelphia, PA

3d • Onsite

About The Position

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.

Requirements

• 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.
• 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.

Nice To Haves

• Experience leading investigations related to Locates/state regulatory concerns

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager