Director, HR Service Delivery

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

This role leads the design and deployment of future-ready solutions that advance HR Service Delivery (HRSD) into a more automated, AI-enabled, scalable and employee-centered function. The position drives end-to-end process redesign, operational governance, technology enablement and continuous improvement across the employee lifecycle. It partners with HR, business, technology, data and vendor teams to simplify work, strengthen quality and controls, improve service consistency, and create capacity for higher-value consultative support.

Job Description

Core Responsibilities

• Defines and delivers the future-state HRSD operating model, aligning service delivery strategies, capabilities and investments with enterprise and HR priorities.
• Leads end-to-end process redesign based on business outcomes, determining the right combination of automation, AI-enabled work, flexible workforce capacity, vendor support and human judgment.
• Identifies, prioritizes and scales automation opportunities across existing operational and business processes to improve speed, quality, accuracy and service consistency.
• Advances responsible use of AI agents and digital tools for intake, triage, case preparation, knowledge retrieval, decision support and employee and leader self-service.
• Establishes success measures and value-realization plans; uses operational data, employee feedback and workforce insights to identify trends, recommend action and communicate HRSD impact.
• Collaborates with HR centers of expertise, HR business partners, Technology, Data, and other similar teams to develop and implement process solutions that align with business requirements, governance standards, and operational objectives.
• Enhances workforce lifecycle events through standardized processes, content management, and clear service pathways that drive consistent execution and an improved experience for employees, leaders, and HR partners.
• Develops change, communication and learning strategies that build adoption, strengthen digital capability and prepare teams for evolving roles and ways of working.
• Builds an inclusive, empowered and accountable culture that encourages experimentation, continuous improvement, knowledge sharing and objective decision-making..
• 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.

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.
• Support a culture of inclusion in how you work and lead.
• 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.

Skills

Business Case Development, Business Process Analysis, Change Management, Cross-Functional Project Management, Data Analysis, Executive Presence, People Management

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

Certifications (if applicable)

Relevant Work Experience

10 Years +

Comcast is 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.