Sr Director Business Partner Operations and Strategy

Profile

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Senior Director of Business Partner Operations and Strategy (Specialty Queue)is a highly visible role, supporting business partner operations and internal partnerships across Customer Care teams. This role reports directly to the Executive Director of Specialty Queue Business Partner Operations. Responsible for strategic leadership and direction on key strategic and often complex programs, developing infrastructure, and necessary processes to support these programs. To be successful in this role, you have extensive experience leading and developing operations leaders while supporting cross-functional teams. You must bring a high level of detail and organization which will be critical in providing reports to management regarding operational efficiency, performance issues, recommendations for improvements and alignment of strategy with Comcast's goals and objectives.

Job Description

Core Responsibilities

Collaborates across all departments to develop and refine programs, business strategy and drive customer experience initiatives.

Serves as the team liaison to cross-functional business partner and Care channels, responsible for communication, change management and accountability of adherence to key initiatives.

Travels to global business partner sites, which could include (but are not limited to) sites in Mexico, Dominican Republic, Philippines & India.

Manages and coordinates multiple, cross-functional projects simultaneously.

Leads and develops a team of managers and directors who manages the Specialty Queue operations with business partners.

Provides tactical support to operationalize strategy.

Leads customer relationship management research including but not limited to NPS certification, NPS goals and strategy, escalations strategy and developing and maintain a crisis & risk management program.

Oversee the development and maintenance of operational playbooks, scorecard development, gainshare and other highly visible program projects.

Ensures operational key performance metrics, as well as expense and budget metrics are met or exceeded.

Develops, justifies, and successfully execute strategic and operating plans and budgets for the Specialty Queue Business Partner Operations team.

Develops a high-performance staff through education, mentoring and providing continual evaluation of employee development and eliminate single points of knowledge.

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.

Job Specifications and Required Experience:

Bachelor's Degree or Equivalent (Master's degree in Business Administration is preferred)

12 years related experience in the service provider industry

Industry experience (Cable, Telco, Wireless, Cable experience a plus)

Multi-lingual proficiency a plus

Needs to be highly motivated, a self-starter and have a high-level of creativity to approach problem solving and internal and client-facing engagement

50% - 75% travel required

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.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be 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, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

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

10 Years

Salary:

National Pay Range: $99,529.78 USD-$233,272.93 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

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. 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com