manager of engineering operations resume example with 19+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

MBA graduate with 20 years of technology and management consulting experience in product delivery, business operations, project management, and software development with Comcast, AT&T and Verizon. Looking to leverage past success to help future team / organization to build cross-functional partnerships and solve business issues. Customer experience-based design thinker who utilizes data to make strategic business and launch decisions for products that are used by millions of consumers across the globe.

  • Product & Operations Readiness
  • Video & OTT services
  • GTM Strategy
  • Critical Thinking
  • Cross-functional Teams Leadership
  • Project Management
  • Product Delivery
  • Quality Assurance
  • Product Lifecycle Management
02/2019 to Current
Manager of Engineering Operations | Comcast City, STATE,
  • Identified and implemented product readiness and ops strategy for Xfinity products launches in US, UK, Canada and Australia, driving business growth through syndication business model
  • Collaborated with cross-functional and leadership teams at Comcast and its global partners - Cox, Charter (XUMO TV joint venture), Sky, Shaw, Rogers, Videotron, Foxtel on operational readiness, Go-to-Market (GTM) strategy, launch and post-launch support activities
  • Standardized product trials and trials exit criteria to mitigate recurring issues for Ops support for products launches including Xfinity X1 video devices for homes (linear, SVOD, TVOD) and hotels, Flex streaming devices, OTT apps including Peacock, gigabit internet gateways, xFi app & services, Home Security and accessories like Wi-Fi extenders and cameras
  • Established and improved SLA for provisioning new devices on syndication partner accounts; led a team to efficiently increase provisioning up to 1,100 devices per year
  • Tracked Ops and field issues to closure working with Incident Managers and joined program and stakeholder discussions to share progress and highlight risks and mitigation plans
01/2018 to 12/2018
Senior Analyst of Billing Migration (Contractor) | Comcast City, STATE,
  • Identified and drafted business use cases for migrating complex customer orders to the new billing system
  • Verified critical use cases in the new CRM application, used by Tier 1 & 2 Support teams, for a successful data migration strategy of 400,000 Xfinity Mobile users
  • Validated business scenarios for ‘Quadplay’ lines of businesses (Xfinity cable video, internet, home security and mobile phone) to transition to the new billing system
  • Validated ETL data post-migration on key customer order data
06/2015 to 12/2017
Senior Product Integration & Operations Manager (Contractor) Comcast City, STATE,
  • Led go-to market operational readiness and strategy for product delivery of next generation high speed data gateways in new DOCSIS 3.1 markets (in direct competition with Google Fiber and Verizon FiOS)
  • Partnered with cross-functional product, program, business, engineering, technical architecture, quality assurance, field operations, business intelligence (BI), warehouse and care teams to assess and track performance, operational and tooling impacts to ensure a smooth transition from trial to broad deployment
  • Tracked progress on feature development and issues resolution in daily SCRUMs, user stories grooming and prioritization discussions with Engineering, RDKB, and other cross-functional teams
  • Managed product trials with program team across national and regional footprints, defining success criteria & support flows; Reported field issues to hardware and software engineering teams to prioritize their resolution
  • Applied metrics-driven approach to track issues with custom tags (reboot reasons, mean time between failure, boot file download time etc.), product performance; developed and published custom BI reports on Guava and Tableau platforms, based on KPIs
  • Drafted technical product playbook elaborating product strategy, operational readiness, launch strategy, Care & Support plan etc.
04/2013 to 05/2015
Program Manager (Contractor) | Indepence Blue Cross City, STATE,
  • Managed multiple releases for business migration programs for Clinical Management and Senior Markets (Medicare & Medigap) departments and ensured successful customer-facing product rollouts
  • Developed detailed project plans gathering tasks and timelines from various business units
  • Chaired weekly stakeholders’ meetings, engaging business leadership, development, and data warehouse teams to discuss progress, escalate issues with business impacts
  • Tracked all risks and issues with mitigation plans via RAID Logs and Clarity PPM tool
  • Drafted Change Requests with budget, timeline, resource impacts and worked with Project Management Office (PMO) group for approvals
  • Reported project metrics and progress to PMO and program management via regular dashboard and ad hoc updates
  • Managed resource allocations, monthly budget forecasts and project artifacts via Clarity PPM
05/2012 to 03/2013
Project Manager (Contractor) | American Water City, STATE,
  • Managed two end-to-end testing phases of business migration to SAP platform across all water utility departments (billing, equipment reading, etc.)
  • Liaised with the business sponsors for CIS and EAM modules, testing team (80+ testers) and PMO team on developing and approving product test plans, test cases and deployment plans
  • Developed custom data extract from HP Quality Center application; reported detailed test execution metrics (Microsoft Excel pivot charts and custom tables) on progress to PMO team and Release Managers daily and weekly
  • Monitored the testing progress and escalated issues and risks with suggestions to mitigate to all project stakeholders and cross-functional teams
  • Internal auditor of Quality Assurance best practices and processes to assess whether the team and deliverables comply with audit checklist
07/2007 to 03/2012
Product Analyst & Senior Test Lead (Contractor) | Comcast City, STATE,

• Member of vendor procurement team as Comcast’s SME, weighing in on purchasing and customizing enterprise Identity Management (IDM) portal as a one-stop shop for all access and provisioning for new employees and contracts

• Planned and facilitated weekly/bi-weekly business requirements gathering meetings, including Joint Application Requirement (JAR) & Design (JAD) meetings

• Led two due diligence teams of six engineers across Comcast’s engineering, quality assurance (QA), working with business, vendor teams (Computer Associates) and other stakeholders for phased launch of IDM’s Single Sign On portal

• Managed 6-member team in building scalable automation framework for Comcast’s synchronization servers, reducing manual synchronization time between data sever from 12 to 5 hours and verifying FCC compliance for its phone and email services

• Estimated scope of work and Test Plans for (consumer and enterprise) Identity Management projects and led QA team in creating and executing Systems Integration, End-to-End and Regression test scripts

• Developed custom data extract from HPQC and report detailed daily and weekly test execution metrics (MS Excel pivot charts and custom tables) on testing progress to PMO team and Release Managers

• Hosted defects triage meetings and tracked them to closure via Quality Center

07/2005 to 06/2007
Programmer Analyst (Contractor) | AT&T City, STATE,

• Led 8-member global team to build an automation suite that tests AT&T’s CRM system, gauging the response time and stress on AT&T systems

01/2003 to 06/2005
Programmer Analyst (Contractor) | Verizon Data Services City, STATE,

• Innovated a tool that auto-sorts and detects errors in 800 live customer orders each day, increasing accuracy by 25% and reducing end-customer wait time from 24 to 6 hours

• Coordinated teams to build several proofs of concepts for automating business flows; proposed an estimated annual saving of $500,000 to Verizon

Education and Training
Expected in 12/2020 to to
MBA: Strategic Management
Temple University’s Fox School of Business - Philadelphia, PA,
Expected in to to
Bachelor of Engineering: Electrical & Electronics
PSG College of Technology - Coimbatore, India,
Websites, Portfolios, Profiles

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Resume Overview

School Attended

  • Temple University’s Fox School of Business
  • PSG College of Technology

Job Titles Held:

  • Manager of Engineering Operations |
  • Senior Analyst of Billing Migration (Contractor) |
  • Senior Product Integration & Operations Manager (Contractor)
  • Program Manager (Contractor) |
  • Project Manager (Contractor) |
  • Product Analyst & Senior Test Lead (Contractor) |
  • Programmer Analyst (Contractor) |
  • Programmer Analyst (Contractor) |


  • MBA
  • Bachelor of Engineering

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