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Executive Director, Technical Operations Partner Management
Comcast
Philadelphia, PA, United States
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The Executive Director of Technical Operations Partner Management is responsible for business partner management including building and driving sourcing strategy, fulfilling internal sourcing requirements, and continuously evaluating and improving the governance model and process. This individual will also build strong partnerships with key business unit leaders, provide deep industry expertise, thought leadership and consultative insights around best in class vendor practices by working co-operatively with internal cross-functional teams and business partner executives. This leader is an expert in business process and vendor management who will help drive to build a world-class Technical Operations Partner Management Organization.
CORE RESPONSIBILITES
• In partnership with Technical Operations, facilitate the development of national strategies to drive world class Tech Ops partner Management Organization.
• Provide a standard framework for rolling out and communicating strategy updates.
• Manage overall network capacity and develop future capacity planning.
• Manage business partner relationships and drive strong engagement to create partnership and help drive improvements in overall operations of business partner network.
• Manage sourcing requests from internal stakeholders on ramps for current work, new line of business, new sites, new partners, etc.
• Execute major policies, programs and objectives (both strategic and tactical) to ensure company's success.
• Continuous improvement of Tech Ops business partner governance including sourcing guiding principles and process and partner engagement model.
• Serve as Point of Contact for Fulfillment contractor issues and escalations: (Legal / Litigation; Security; Background Checking / Drug-screening Vendors; Field Management; Procurement; Diversity Management).
• Plan, develop, and administer technical operations programs in adherence with national and divisional tech ops objectives.
• Collaborate with internal stakeholders (divisions and national teams) to maintain oversight of all services requiring business partners.
• Demonstrate experience in working with and /or managing stakeholder relationships and with managing cross-functional projects.
• Coordinate and conduct key partner meetings, including QBRs with executive teams.
• Facilitate and drive issues investigation and resolution between business partners and internal business owners.
• Serves as the point-of-escalation and resolution for Tech Ops field management and Business Partners on payment, integrity, and negotiation issues.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Must be available for extended hours, as needed
• Perform other related duties as assigned
REQUIREMENTS
• Bachelor's Degree
• 10 plus years well-rounded management experience
• Prior supplier/vendor management experience in relation to Field Operations and/or Call Centers
• Global perspective of business environment and technology
• High degree of problem solving and decision-making ability
• Exceptional interpersonal and communication skills, work well in a team environment, able to work in diverse environments
• Extraordinary relationship building, influencing, communication and presentation skills
• Ability to establish and implement departmental goals and objectives
• Proven thought leadership in the areas of vendor management and business processes
• Ability to travel 50-70% (can work remote)
KEY LIAISONS
• Division Tech Ops Organization
• HQ Tech Ops Organization
• Legal
• Procurement
• Comcast University
• Finance
• Vendor Partners
Comcast is an EOE/Veterans/Disabled/LGBT employer