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

Responsible for leadership and direction in the operations of the Customer Service group. Drives efficiencies and cost savings by developing, analyzing and interpreting performance, project cost and subscriber activity and increases effectiveness of departmental projects. Collaborates with other departments in cross-functional project teams and often leads integrated teams. Contributes to the development of the organization's business strategy and provide insight on diverse and complex functions. Interprets business strategy and develops organizational objectives to align with this strategy. Typically manages multiple teams of professionals.

Job Description

Core Responsibilities:

• Partners with interdepartmental and field leaders to forecast, appraise and report operating results in terms of performance against plan.
• Directs planning activities of operating budgets and forecasts of operations.
• Analyzes and reports performance data on key departmental initiatives.
• Reviews expense process and oversees budgets and constraints to assure expense goals are met.
• Evaluates root cause analysis to eliminate reoccurring customer issues.
• Provides oversight and thought leadership in proposing process changes and documenting and prioritizing business requirements to streamline processes through the development, enhancement, integration and rollout of new and existing systems.
• Develops service policies, programs and systems to support strategic direction.
• Provides direction, active guidance and coaching to staff and in integrated project teams.
• 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.

Requirements:

• Strong Director+ leadership experience (People and Strategy)
• Experience outlining and executing on Strategic Objectives / Business Strategies
• Experience leading Projects and / Project Teams
• Ability to work Cross Functionally as well as with external partners

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.

Skills

Business Strategies, Cross-Functional Teamwork, Leadership, Leading Project Teams, Strategic Objectives

Compensation

National Pay Range: $121,278.26 USD-$284,245.91 USD

Comcast intends to offer the selected candidate base pay 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 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.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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.

Certifications (if applicable)

Relative Work Experience

10 Years +

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, genetic information, 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.