Director, SM/PO Professional Services
Virtual, CO, US
59m ago


As one team, we work together to deliver a superior customer experience, leveraging cutting edge technology that powers our best in class products and services.

Our team designs, develops, delivers, and supports innovative products and services that are essential to bringing internet, TV and voice to more than 28 million residential and business customers that includes our award winning X1 platform.

The team also builds and operates mission-critical systems, including those that monitor our network one of the world’s largest and its associated cloud infrastructure.

Comcast’s Technology, Product, Xperience (TPX), team needs motivated, qualified individuals to help us fill a full range of positions from engineers, product designers and developers to Call Center representatives and installation technicians all with the common goal of delivering an outstanding customer experience.

Job Summary

A key leadership role for the global PS team. This role is responsible for managing the local agile team SM's and PO's. This means leading, mentoring and developing the team, as well as partnering with other departments, particularly Sales.

In addition to the local responsibilities, the role is also responsible for leading and guiding the global SM / PO practice, setting standards and best practices, while ensuring close collaboration and alignment with the other Practice Directors within PS.

Job Description

Core Responsibilities :

Regional :

  • Serve as the program lead, responsible and accountable in the planning, development and delivery of new projects and programs.
  • Responsible for resource allocation across teams and projects
  • Coaching and mentoring team in project delivery methodologiess
  • Drafts, delivers & presents Professional Services proposals, Statements of Work & Change Request forms following CTS governance standards
  • Builds detailed financial plans for PS proposals, SoWs & CR forms following CTS governance standards
  • Product Knowledge
  • Ability to critically analyse products & services cross-region availability & formulate high-level implementation strategy advice
  • Suport for Commercial teams in defining PS requirements and estimates for customer opportunities
  • Global collaboration with other regional Heads of SM / PO to establish and maintain global standards for Agile teams
  • Collaboration with regional management team in support of driving high performing Agile teams
  • Process, analyse and report on departmental data in support of global PS strategy
  • Ensure timely reporting and data hygiene across Agile teams
  • Global

  • In collaboration with Professional Services leadership define and shape the direction and evolution of the Professional Services Team.
  • Global collaboration with other regional Heads of Engineering to establish and maintain global standards for SM / PO teams
  • Drive consistency and scalability of PS solutions
  • Ensure SM / PO team are accountable for and ensure clarity of Governance and Documentation standards
  • Identification of initiatives that drive quality and consistency within the SM / PO team.
  • Supporting and maintaining the culture that underpins the values and success of the organization.
  • Collaboration with global management team in support of driving high performing Agile teams.
  • Process, analyse and report on departmental data in support of global PS strategy
  • Ensure timely reporting and data hygiene across Agile teams
  • 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.

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