Director, Global Operations Service Delivery

5 days ago

Pasig, National Capital Region, Philippines Comcast Full time

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 overseeing and directing the multi-product and enterprise solutions technical teams and managers. Manages a team capable of executing large projects accurately taking into account varied and unique product requirements and balancing the priorities of those projects. Provides decisive and proactive leadership to establish staffing, operations, procedures and metrics/SLAs. Manages professionals at manager, supervisor and professional levels. Ensures appropriate resources to achieve financial and business objectives. Influences, shapes and integrates strategy for functional area(s).

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 improve on existing methodologies, including departmental structures and organizational improvements.
  • Ensure team coverage of 24/7/365 operations, to include data center operations, on-call duties for technical response management and issue resolution.
  • 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.
  • Build relationships with the division and market engineering and operations, national engineering and operations and corporate business development groups.
  • Develop staffing plans. Recruit and hire management team. Establish individual performance goals for direct reports, conduct performance reviews and provide coaching and counseling.
  • Collaborate with resource management team to anticipate staffing needs in addition to recruiting, training and continually developing team members.
  • 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.

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

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