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Sr. Manager, Business Partner Vendor Mgr

Company: Comcast
Location: Philadelphia
Posted on: May 6, 2021

Job Description:

Job SummaryResponsible for planning, developing strategies, and managing complex projects in accordance with corporate and divisional goals for the third-party customer service function and analyzes all aspects of operations. Act as a liaison with appropriate company personnel and vendors to ensure compliance to standards and coordinate multiple complex high priority tasks. Ensures optimal customer experience within the outsourced third-party network. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development, through project and performance improvements. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. Provides subject matter guidance to employees as required. Develops and implements processes and procedures to drive goals and efficiencies.Job DescriptionCore Responsibilities

  • Works with team to ensure excellence in customer service with every customer contact.
  • Manages the performance and development of any assigned KPI s or initiatives.
  • Develops organizational objectives that align with the business strategy. Disseminates strategy and objectives into achievable goals and drives operations to achieve goals.
  • Provides guidance to other team members on matters of process, procedure, and organizational compliance.
  • Proactively identifies policy and process standardizations/improvements for third-party business partners.
  • Guide, direct, and influence cross-functional teams through continuous change management.
  • Assist with the development, testing and implementation of call center technology and productivity tools.
  • Work to ensure 'Best-in-Class' solutions and the successful deployment for all the operational components for the strategic improvements, efficiencies, and quality of work.
  • Partners with the business to develop repeatable and thus scalable, plans and processes in order to speed time to market and improve operational efficiency.
  • Ensures clearly defined and mutually agreeable success metrics for each new initiative and establishes a plan to track, monitor and measure the success of those metrics.
  • Interacts closely with a matrixed cross-functional team (both field and corporate) in order to secure alignment and solution excellence.
  • Create an environment that fosters teamwork and accountability and positively impact the customer experience.
  • Conducts regular meetings with divisions and third-party vendors, and various functional groups to maintain two-way communication and achievement of departmental objectives.
  • Analyze, interpret, and understand data and clearly articulate the story it tells both verbally and through the creation of executive level presentations.
  • Conduct regular third-party compliance audits (regulatory, technical, security, risk, tool, etc.) and provide feedback to Comcast leadership team on performance.
  • Operates in an environment of empowerment, openness, inclusion, and objectivity all while striving to deliver solutions that benefit the entire organization.
  • 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.Specifications:
    • Prior experience managing multi-site and third-party teams preferred
    • Able and willing to travel up to 50%
    • Must obtain a U.S. Passport within 45 days of accepting this position
    • Strong presentation skills and attention to detail required
    • Positive relationship management skills required
    • Prior experience and ability in analyzing and understanding data strongly preferredEmployees 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.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.EducationBachelor's DegreeRelevant Work Experience7-10 YearsBase 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 on our careers site for more details.

Keywords: Comcast, Philadelphia , Sr. Manager, Business Partner Vendor Mgr, Executive , Philadelphia, Pennsylvania

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