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Sr Director, Business Process Excellence
Comcast
Philadelphia, PA, United States
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Summary:
Responsible for supporting operations in the Comcast Business Customer Service group and serves as Product Manager for the Café desktop tool. Helps drive efficiencies and cost savings by 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. Drives the operations technology and process standardization for Customer Service operations. Must be creative and innovative introducing new tools/concepts. 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 and people leaders.
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.
• Partners with Café user community to understand and align to priorities and needs
• Benchmarks other technologies utilized in customer service industry to ensure we have competitive tools.
• Manages Knowledge Management for Customer Service operations.
• 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.
• Manages team prioritization and execution using Kanban.
• 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.
Job Specification:
• Bachelors Degree or Equivalent
• Generally requires 12+ years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer