Director 1, Business Partner Retention, Bulk, And Specialty

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 developing and managing the approach to and execution of our Business Partner Operations strategy that powers productivity, customer experience, sales, and retention performance with Comcast’s third-party contact centers. This includes leading a network of business partner teams (8,000+ FTE) to consistently deliver performance that grows, deepens, and retains customer relationships. Interfaces and incorporates the business partners into the Comcast organization while monitoring their ongoing performance. Interacts with key leaders in the Comcast organization dealing with all aspects of sourced services as these services impact each area. Provides leadership and direction for multiple functional areas including but not limited to Billing, Retention, Xfinity Communities, and Xfinity Mobile. Directly manages manager and professional levels. Indirectly influences employees and business partners at all levels. Ensures appropriate resources to achieve financial and business objectives. Influences, shapes, and integrates strategy for functional area(s).

Core Responsibilities

• Positively impact customer churn by executing strategies that exceed expectations in Sales and Retention metrics.
• Drive a culture of accountability by ensuring our vendor partners meet or exceed performance and capacity expectations across all channels.
• Leverage extensive telecommunications and contact center experience to help build standards for vendor contract negotiations.
• Provide regular feedback to business partners on performances and facilitate review sessions.
• Collaborate with other departments including but not limited to, Workforce Management, Finance, Sourcing Governance & Contracts, and Business Intelligence to drive exceptional service delivery while meeting financial targets.
• Other duties and responsibilities as assigned.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Identify performance related trends and root causes using data-analysis; facilitate process and policy improvements.
• Oversee efforts to ensure our vendor partners are properly staffed and trained to field anticipated customer volume.
• Foster customer-centric environment demonstrated by consistent improvements in key performance indicators such as NPS, Initial Contact Resolution, Transfer Rates, and Average Handle Time.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Create vision, clear direction, and strategy for Vendor Management team. Establish, manage, and coach team to clear objectives and performance expectations. Attract, motivate, develop, and retain highly skilled workforce.
• Partner with functional area leaders to ensure that tactics and sourcing related activities align with Comcast objectives.
• Champion continuous progress among vendor partners and internal teams by leveraging Comcast methodologies, processes, and technology expertise.
• Assure business partner and Comcast compliance with contract terms and conditions, commitments, and notifications. Monitor and approve the quality of the relationship between Comcast and business partners. Manage business partner performance audits (regulatory, technical, security, risk etc.).
• Develop robust framework that drives performance and consistency across vendor managers who influence results, and external business partners that deliver results.

Minimum Requirements

• Bachelor's degree or equivalent experience
• Must be proficient in Microsoft Office tools, including Word, Excel, and PowerPoint
• Exceptional project management skills
• 10+ years of relevant leadership experience in a dynamic, metrics-oriented contact center environment
• Experience with managing a large budget
• Maintains a high level of professionalism, integrity, and trust at all times
• Ability to establish and maintain cross-functional partnerships
• Experience planning and leading strategic initiatives
• 5+ years of direct leadership experience working with multiple BPO vendors and their representatives
• Must be willing to travel up to 30% domestically and internationally as needed
• Excellent organizational, analytical, and presentation skills

Employees at all levels are expected to:

• 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.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.
• 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.
• Understand our Operating Principles; make them the guidelines for how you do your job.
• Win as a team - make big things happen by working together and being open to new ideas.

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 EOE/Veterans/Disabled/LGBT employer.

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, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

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 +

Salary:

National Pay Range: $94,006.77 USD-$220,328.37 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

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. 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.