Sr. Director, Business Partner Repair Operations

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 overseeing the approach and execution of the strategic supplier/outsource vendor performance management relationship. Interfaces and incorporates the strategic supplier/outsource vendors 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, as well as with key leaders from the suppliers. Provides leadership and direction for diverse and complex functions. 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.

Job Description

Core Responsibilities

• Manage the relationship & performance of 3rd party Business Partners for the Repair Strategy & Operations team. This includes responsibility for staffing and KPI performance including NPS, Resolution Rate, Sales, Staffing and Productivity.
• Participate in and oversee the development of processes and organizational capability to execute supplier contract and relationship management.
• Monitor strategic suppliers’ performance. Conduct service level reviews with company responsible service leaders.
• Manage the contractual aspects with the suppliers, contract and relationship management team, outsourced governance services relationship and strategic supplier relationships.
• Interact within functional area to ensure that tactics and sourcing related activities address company’s needs. Provide feedback to supplier on key supplier performances and facilitate supplier review sessions.
• Assure supplier and company compliance with contract terms and conditions, commitments, and notifications. Monitor and approve the quality of the relationship between the company and its suppliers. Manage supplier performance audits.
• Interact with various personnel within functional area or business unit to manage the audit of the suppliers to assure compliance to all contractual provisions. Ensure resolution of escalated issues with suppliers.
• Create vision, clear direction, and strategy for contract and relationship management team. Establish, manage and coach team to clear objectives and performance expectations. Attract, motivate, develop and retain highly skills workforce.
• 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.

Minimum Requirements

• Must have experience leading large call center teams; written/chat experience is preferred
• Proven success managing relationships with vendor business partners
• Leading through influence across a heavily matrixed organization is crucial. Should be able to challenge their peers and bring them along on the project at hand.
• Strong interpersonal skills with a focus on collaboration at senior levels
• Proven track record in developing high performing teams
• Travel is required for this role, both domestic and international. Domestic travel includes frequent trips to Philadelphia HQ, and international travel will be at least once a quarter.

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 co