Director, Global Operations Service Delivery (Hybrid/Night Shift)

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

Reporting to the head of Comcast Business Operations Service Delivery, this newly created Director role will be responsible for the development and execution of our global service delivery model in support of our growing international B2B customer base. They will collaborate across the Operations organization to drive process improvement & change adoption. Additionally, this Director will help mature our local Manila strategy from both a cultural and operational standpoint that ensures our 700+ Manila employees have the tools & resources to be successful and feel connected to the global Comcast Business team.

Job Description

Core Responsibilities

GM Role and Responsibilities:

• Localization of Global Strategy: Adapt corporate strategies to align with local market conditions, regulatory requirements, and cultural nuances.

• Goal Alignment: Ensure local goals align with the broader organizational objectives, collaborating with both functional leaders and regional leadership.

• Compliance: Ensure adherence to local laws, regulations, and company policies.

• Cross-Functional Collaboration: Work closely with other functions (e.g., HR, Finance, Sales, Marketing, IT) in the matrix to ensure operational effectiveness.

• Communication: Act as a liaison between local operations and headquarters, ensuring transparent and effective communication.

• Cultural Sensitivity: Promote diversity, equity, and inclusion while respecting local cultural norms.

• Market Insights: Stay informed about local market trends, competitor activities, and customer needs, and share insights with the global team.

• Risk Mitigation: Identify potential risks specific to the local environment (e.g., geopolitical, economic, or operational) and develop contingency plans.

• Change Implementation: Lead local execution of global initiatives and manage the impact of organizational changes on the local team.

Additional Core Responsibilities

• Lead all operational aspects by ensuring stable, robust and scalable operational processes to support enterprise customers.
• Play an active role in the management team by participating in project management prioritization, daily change management meetings and other departmental responsibilities.
• Create and implement standardized processes and improving on existing methodologies, including departmental structures and organizational improvements.
• Work closely with team leaders to assure high levels of customer satisfaction.
• Manage enterprise services operations activities in multiple locations.
• Establish and maintain solid vendor and partner relationships.
• Work closely with field operations, account team, sales, product development, delivery and business development staff.
• Direct the preparation and implementation of policies, procedures and standards.
• Prepare, analyze and manage operations through statistical analysis of activities.
• Provide oversight and an escalation role for enterprise business solutions technologies.
• Ensure achievement of all system, team and individual customer service goals and standards.
• Participate in annual budgetary and financial management, workforce including forecasting and planning. Develop long range strategic planning and cost operations management.
• Deploy new functionality quickly and accurately, minimizing disruptions even during maintenance windows.
• 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.

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 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.

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.

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 +, 5-7 Years, 2-5 Years, 0-2 Years, 15 Years +, 7-10 Years