Director, HR Service Delivery

Comcast Resume • PA - Virtual - C, PA

3d

About The Position

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.

Requirements

• Bachelor's degree.
• 10 years or more of relevant work experience.
• Skills in business case development, business process analysis, change management, cross-functional project management, data analysis, executive presence, and people management.
• Must be able to work nights and weekends, variable schedules, and overtime as necessary.

Responsibilities

• Define and deliver the future-state HRSD operating model, aligning service delivery strategies, capabilities, and investments with enterprise and HR priorities.
• Lead end-to-end process redesign based on business outcomes, determining the appropriate combination of automation, AI-enabled work, flexible workforce capacity, vendor support, and human judgment.
• Identify, prioritize, and scale automation opportunities across operational and business processes to improve speed, quality, accuracy, and service consistency.
• Advance responsible use of AI agents and digital tools for intake, triage, case preparation, knowledge retrieval, decision support, and employee and leader self-service.
• Establish success measures and value-realization plans; use operational data, employee feedback, and workforce insights to identify trends, recommend action, and communicate HRSD impact.
• Collaborate with HR centers of expertise, HR business partners, Technology, Data, and other teams to develop and implement process solutions aligned with business requirements, governance standards, and operational objectives.
• Enhance workforce lifecycle events through standardized processes, content management, and clear service pathways that support consistent execution and an improved experience for employees, leaders, and HR partners.
• Develop change, communication, and learning strategies that build adoption, strengthen digital capability, and prepare teams for evolving roles and ways of working.
• Build an inclusive, empowered, and accountable culture that encourages experimentation, continuous improvement, knowledge sharing, and objective decision-making.
• Exercise independent judgment and discretion in matters of significance.
• Maintain regular, consistent, and punctual attendance; work nights and weekends, variable schedules, and overtime as necessary.
• Perform other duties and responsibilities as assigned.
• Understand and follow Comcast's Operating Principles.
• Own the customer experience and put customers first, providing seamless digital options at every touchpoint.
• Learn, use, and advocate for Comcast technology, products, services, and digital tools.
• Work collaboratively as a team and remain open to new ideas.
• Participate in the Net Promoter System by joining huddles, making callbacks, and helping identify opportunities to improve the customer experience.
• Drive results and growth.
• Support a culture of inclusion in work and leadership.
• Act in the interests of colleagues, customers, investors, and communities.

Benefits

• Comcast provides a range of benefit options, expert guidance, and always-on tools personalized to support employees physically, financially, and emotionally. Applicants are directed to the benefits summary on the company's careers site for details.

What This Job Offers

• Job Type: Full-time
• Career Level: Director