Director 2, Customer Service Strategy & Operations

Comcast Job Opportunity

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 operations in the Customer Service group. Helps drive efficiencies and cost savings by assisting in developing, analyzing and interpreting performance, project cost and subscriber activity to increase effectiveness of departmental projects. Provides leadership and direction for diverse and complex functions. Contributes to the development of the organization's business strategy. Interprets business strategy and develops organizational objectives to align with this strategy. Typically manages multiple teams of professionals.

Core Responsibilities

• Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations.
• Partners with interdepartmental and field leaders to forecast, appraise and report operating results in terms of performance against plan.
• Tracks, analyzes and reports performance data on key departmental initiatives.
• Monitors the expense process; establishes budgets and constraints to assure expense goals are met.
• Develops service policies, programs and systems to support strategic direction.
• 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.

Preferred Qualifications:

• Experience managing or supporting bulk communities, with a strong understanding of operational and strategic considerations in this area.
• Demonstrates strong executive presence and visibility, effectively representing the organization in high-level meetings and strategic discussions.
• Highly articulate communicator, able to convey complex ideas clearly and confidently to diverse audiences.
• Skilled in storytelling techniques to craft compelling narratives that inspire and influence stakeholders.
• Proven ability to influence and drive alignment across cross-functional teams and senior leadership.
• Exceptional interpersonal and presentation skills, with the ability to engage and persuade at all organizational levels.

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.
• Support a culture of inclusion in how you work and lead.
• 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 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.

Skills: Customer Experience (CX); Leadership; Communication

Salary: Pay Range: This job can be performed in Colorado, Illinois, Maryland, Minnesota, and Washington with a Pay Range of $139,620.98 - $261,789.33. This job can be performed in California with a good faith estimated pay range upon hire of $125,658.88 USD - $232,701.62. Comcast intends to offer the selected candidate base pay within the posted range for this role at the time of posting dependent on job-related, non-discriminatory factors such as experience.

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

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 Job Family Group: Customer Service