Job Description

Job Descriptions

Job Summary

Leads operational planning, requirements and execution to improve productivity and effectiveness throughout Comcast Business Customer Operations Interprets business strategy and develops organizational objectives to align with this strategy Contributes to the development of the organizations business strategy Responsible for work force management for nearly 500 service delivery and service assurance agents Leads team of analysts who produce productivity measures, customer experience metrics and financials Responsible for budget and forecast accuracy for national operations organization Manages multiple teams of professionals

Job Description

* The ideal candidate would have:

* Attention to detail and willingness to deeply understand the operations team including roles and responsibilities, systems and processes
* Deep understanding of the P&L and Comcasts forecasting and budgeting processes as well as experience with ROI/Business Case development
* Understanding of Call center operations including: Working knowledge of workforce management principles; experience developing headcount models; and business partner management
* Experience with Analytics and some data base management
* Exceptional communication skills/presentationsincluding the ability to break down complex issues and clearly articulate to non-expert audiences
* Experience program managing large scale projects using change management principles
* The flexibility and adaptability necessary to work in a fast paced and matrixed environment
* Experience with Capital management a plus
* Ability to develop relationships across and between organizations

Core Responsibilities

- Implements the strategic and operational goals and objectives of the organization

-Manages budgeting and monthly forecasting and is measured on accuracy

Measures and analyzes actual performance and implements methods for improving efficiency and profitability where needed.

-Manages key programs at business partners to drive automation/utilize RPA

-Acts as chief of staff to SVP operationsattending key meetings and acting as decision making proxy as appropriate

- Evaluates actual results against expected performance and initiates areas for improvement; developing presentations and business cases to tell the story and get buy in

- Assures the organization and its mission, programs, products, and services are consistently presented in a strong, positive image to relevant stakeholders.

- Builds relationships, leads integrated teams, and collaborates with other functional leaders.

- 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) as necessary.

- Other duties and responsibilities as assigned.

Employees at all levels are expect 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 and diversity - Do what's right for each other, our customers, investors and our communities.

Education

Bachelor's Degree

Relevant Work Experience

10 Years +

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. Thats 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.