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Senior Director, Business Operations Strategy & Planning
Comcast
Philadelphia, PA, United States
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Senior Director, Strategy & Planning
Summary
The Sr. Director of Operations, Strategy & Planning oversees Business Operations Strategic planning efforts, Internal business analysis, and Continuous Improvement program. Serves as a change leader, working directly with executives and employees across organization (product, finance, sales, customer service, MIS) to identify opportunities to reduce cost, raise OCF margins, and optimize the customer experience. Role is accountable for developing and managing a portfolio of strategic projects that create both short and long-term financial value for Xfinity Home. You will be strong, both strategically and operationally, with an astute customer orientation. Data-driven, customer-first, decision-maker who will play a vital role in defining the optimal process, technologies and experiences to drive these results.
Core Responsibilities
• Consult with executives, directors, and managers to identify operational improvement opportunities
• Facilitate quarterly and annual strategic planning / budget & LRP processes; develop supporting business cases and see strategic projects through completion
• Analyze complex business problems, operational scenarios, and related financial implications; complete forecasting models for operations and identify areas of opportunity; develop executive-level proposals that enable senior leadership to make informed business decisions
• Perform external market analysis to identify industry trends, competitive landscape, and other forces shaping the operational model for security & automation industry
• Administer Process Improvement Program for Operations; measure gaps between actual and desired levels of process capability, service levels, and other key business outcomes
• Oversee design, development, and implementation of improved organizational processes, policies, workflows, job structures, and organizational systems
• Establish and drive execution of the strategic roadmap for a portfolio of projects essential to improving the customer experience and team efficiency
• Document and present the results of process improvement efforts and ensure proper controls are implemented to sustain desired levels of performance
• Develop written set of playbooks, policies, tools, and procedures that help guide wholesale partner manage ongoing operations
• Facilitate regular meetings with client executive teams to discuss improvement ideas, performance trends, best practices, and other issues affecting their businesses
• Provide regular report-outs to executive leadership team on project progress and process results
• Build and maintain a change management culture that creates value for clients, customers, and internal stakeholders
• Directs, establishes, maintains, and plans the overall policies and goals for wholesale customers with the product management department.
• Assesses needs and opportunities for new products through research and feasibility
• 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) as necessary.
• Other duties and responsibilities as assigned.
Preferred Requirements
• Highly motivated and effective self-starter with a proven track record of project success
• Bachelor's degree or higher in business (MBA) & Engineering and/or related field
• Minimum 12+ years of experience in a business environment, solving complex operational problems (Cable & Wireless Industry Experience is an added plus)
• Must be technically proficient, in order to formulate and implement strategies to deliver a strong customer experience
• Experienced in working with diverse cross functional team
• Skilled in developing PowerPoint presentations that effectively communicate ideas using graphs, charts, and other illustrative methods
• Experienced in leading simultaneous, cross-divisional change management initiatives
• Strong analytical and problem solving skills with the ability to produce meaningful metrics that drive and/or demonstrate ongoing improvements
• Outstanding organization, communication, writing, and presentation skills
• Ability to identify, develop, and drive adoption of new business solutions and strategies
• Solid interpersonal skills with ability to interact with all levels of employee groups and management
• Proven ability to establish strong relationships, influence stakeholders, and gain consensus on solutions
• Skilled in all aspects of business research (industry analysis, competitive benchmarking, VOC)
Education Level
• Bachelor's Degree or Equivalent
Years of Experience
• Generally requires 12+ years related experience
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