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

The Sr. Director, Sales Support & Operations is responsible for leading Complex Enterprise, Managed Service Provider (MSP), and Carrier sales support and operations teams for Comcast Business. Provides leadership and direction for diverse and complex functions and develops organizational objectives that align with Comcast Business sales strategy and the needs of our customer groups. Interprets business strategy and develops organizational objectives to align with Comcast Business and our customer groups. Drives change and innovation in our processes and tools, ensuring our sales organization operates at the highest level of efficiency and effectiveness.

The Sr. Director, Sales Support & Operations role will be hybrid in Philadelphia (four days in-office weekly) at the Comcast Headquarters - 1701 John F Kennedy Blvd.

Job Description

Core Responsibilities

• Coaches and develops a team of sales support and operations leaders: Provides leadership, guidance, and mentorship to ensure leaders and their teams have the tools and resources needed to succeed. This includes setting clear goals, providing regular feedback, and fostering a positive team culture.
• Establishes and monitors key metrics, dashboards, and reports: Develops key performance indicators (KPIs) and metrics to track team performance, analyzing data to identify trends and areas for improvement.
• Serves as the customer escalation and resolution point: Acts as the primary point of contact for customer escalations, collaborating closely with sales, support, and other stakeholders to resolve issues promptly. Conducts root cause analyses and implements corrective actions as necessary.
• Identifies and implements improvement initiatives: Continuously assesses existing processes, empowers cross-functional teams to drive efficiencies and business growth, and manages complex improvement efforts. Responsibilities include identifying resource requirements, managing stakeholder expectations, and monitoring progress.
• Collaborates with cross-functional leaders: Engages with leaders from sales, marketing, finance, and product, etc. to support cross-functional initiatives and ensure alignment across the organization.
• Promotes empowerment, openness, and inclusion: Cultivates a culture that values diversity and inclusion, empowering team members to freely share their ideas and opinions. Encourages collaboration and teamwork organization wide.
• Consistently exercises independent judgment and discretion: Makes strategic decisions that impact the sales support and operations team and the broader organization.
• Acts as a strategic thought partner/leader: Provides strategic guidance and insights on sales and customer-related issues, leveraging deep understanding of the industry and market trends.
• Interacts closely with a matrixed cross-functional team (both field and corporate) to secure alignment, identify improvement opportunities, and solution excellence.
• Analyzes processes and identifies areas for improvement, reducing rework, improving quality, and/or reducing variation so that simplification is obtained and operational efficiencies are gained.
• Partners with internal teams to identify key reports, functionality and system tasks to support the sales process and improve tracking, usage and trend identification.
• Oversees reporting trends and makes recommendations as needed on changes to reports, tactics and current strategy.
• 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

Preferred Skills

• Experience Leading Leaders: Demonstrates strong leadership skills and the ability to manage and mentor high-performing teams.
• Experience Leading Large Teams: Ability to manage and drive performance across a sizable organization.
• Customer-Facing Leadership Role: Possesses the ability to understand and address customer needs effectively.
• Experience Working with Regions and Divisions: Collaborates and aligns strategies across different geographical areas and organizational structures.
• Comfortable Driving Change and Innovation: Demonstrates a proactive approach to improving efficiency and effectiveness.
• Experience Supporting a Sales Organization: Has a deep understanding of sales processes and the ability to provide effective support.
• Experience Working with Executive Leadership: Skilled with the ability to communicate effectively at all levels of the organization.
• Strong Analytical, Problem-Solving, and Communication Skills: Analyzes complex data, identify trends, and communicate insights effectively.
• Ability to Thrive in a Fast-Paced, Dynamic Environment: Demonstrates resilience and adaptability to changing circumstances.
• Experience with Salesforce or Similar CRM Software is Preferred: Proficiency in using technology and analytics to drive sales support and operations.

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.

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.

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 benefits summary on our careers site for more details.

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.

Certifications (if applicable)

Relative Work Experience

10 Years +

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, genetic information, or any other basis protected by applicable law.