Sr. Director, HR Service Delivery

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 leading the HR Service Center, Talent Acquisition Operations and Accommodations and Leave Management Teams. Responsible for supporting HR-related inquiries for all Company employees as well as managing internal and external candidate hiring processes. Responsible for team that handles the administration of Accommodations and Leave Programs. Partners with other COE leaders to ensure efficient processes. Handles significant escalations and executive-level requests. Oversees a team of management, exempt and non-exempt level employees. Develops financial and operational objectives. Ensures operational plans are aligned with business objectives. Leads functional strategy development in areas of responsibility. The ideal candidate will be an operationally minded leader with a passion for enhancing the employee experience and driving process improvement. This role requires a proactive and curious individual who thrives on identifying opportunities to optimize operations and embraces technology and AI as tools for future-forward transformation.

Job Description

Core Responsibilities

• Leads the team with a strong operational mindset to streamline workflows, find opportunities for automation and improve service delivery.
• Champions initiatives that elevate the employee experience through thoughtful process enhancements.
• Applies critical thinking to assess current operations and identify areas for improvement.
• Uses data and analytics to inform operational decisions, measure impact, and guide continuous improvement.
• Explores and evaluates opportunities to increase efficiency and scalability.
• Maintains a proactive approach to problem-solving and strategic planning.
• Leverages technology to modernize HR operations, with a keen interest in AI-driven solutions.
• Fosters a culture of curiosity and continuous improvement across teams.
• Ensures work is performed according to processes defined in training and within Service Level Agreements (SLAs).
• Partners with the project manager team in support of both technology and service delivery-orientated HR Shared Services projects. Ensures accurate rollout coordination, testing, training and ongoing support including preparation and system or policy documentation.
• Works with HR business partners and senior management of functional areas to improve employee communications and processes to reduce the overall contact volume into the team.
• Investigates and resolves complex and escalated Human Resources issues in identifying opportunities for improving services and communications.
• Partners with COEs to review processes and database content on a continual basis to increase productivity and make necessary improvements.
• Manages ad hoc and standard report requests. Reviews contact center data to ensure quality of services and areas for improved service delivery and communications.

• 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.
• 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:

Employee Experience; Service Delivery; Proactive Behavior; Continuous Improvement; Operational Decisions; Taking Initiative; Process Improvements

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 +