Executive Director, Business Operations & Workforce Planning

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for leading and overseeing all aspects of Business Operations and Workforce Management across multiple functional areas, including financial planning, forecasting, reporting, and operational performance. Provides strategic direction and ensures compliance with internal controls while leveraging benchmarking tools and financial models to drive business insights and recommendations.

Oversees diverse business units such as payment centers, warehouses, payroll, and internal and outsourced contact centers. Develops and implements workforce management strategies, including contact forecasting, FTE modeling, scheduling, adherence tracking, and self-invoicing systems. Guides site strategy and call routing to optimize gross margin and operational efficiency.

Plays a key role in shaping and executing organizational strategy by aligning business objectives with long-term goals. Provides leadership to multiple professional teams, ensuring the availability of resources and training to meet financial and operational targets. Influences and integrates strategy across complex and dynamic business environments.

Job Description

Core Responsibilities:

Strategic Leadership & Organizational Management

• Implements the strategic goals and objectives of the organization.
• Provides leadership and direction to Business Operations staff, setting goals, performance criteria, and departmental standards.
• Builds relationships and collaborates with cross-functional leaders to drive integrated business strategies.
• Ensures the organization and its services are consistently presented positively to stakeholders.
• Exercises independent judgment and discretion in matters of significance.

Financial Oversight & Budgeting

• Manages accounting procedures, financial systems, internal controls, and capital projects.
• Develops, maintains, and revises the company budget; recommends annual budgets for Board approval.
• Prudently manages resources within budget guidelines and in compliance with laws and regulations.
• Provides financial modeling and analysis to support budgeting, forecasting, and profitability improvements.
• Oversees general accounting, financial reporting, A/P, A/R, cash management, and contract compliance.

Operational Excellence & Process Improvement

• Develops and implements business processes to prevent fraud, revenue loss, and poor record-keeping.
• Evaluates actual performance against expectations and initiates improvements.
• Measures and analyzes performance metrics to enhance profitability and operational efficiency.

Workforce & Contact Center Management

• Leads workforce management for internal and outsourced contact centers, including forecasting, scheduling, and adherence.
• Develops and implements contact forecast and FTE models; manages agent scheduling and line adherence processes.
• Coordinates site strategy and call routing to optimize gross margin.
• Communicates regularly with divisions on forecasts, staffing, performance metrics, and system issues.

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.