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Job Summary
The Director of Amenities & Business Operations is responsible for the day-to-day facilities management of all amenities and customer service functions at the Comcast Corporate Campus in downtown Philadelphia. The campus Amenities spaces includes more than 20 floors inclusive of a two-story indoor amphitheater, food service areas, conference and meeting room floors, fitness and wellness centers, and NBC10/Telemundo 62 studios. In this role, the Director of Amenities & Business of Operations will build and manage high-performing teams to drive business strategy and operational excellence in these important customer-facing teams, as well as work with the Associate Vice President of Business Operations & Capital Projects on key process improvement initiatives across Business Operations and Property Management.
Job Description
Core Responsibilities
Facilities Amenities Management:
- Primary focus is to successfully oversee the team managing day-to-day facilities operations, projects, and vendors within assigned campus Amenities spaces at the Comcast Corporate Campus in downtown Philadelphia. The individual will be successful in this function via work order management, process refinement, and relationship management with space owners and contracted vendors
- Manage and assign facilities vendors throughout the amenities spaces across the campus
- Manage and assign amenities spaces through daily floor tours, project management, and vendor supervision
- Manage and support executive floors and requests from executives for facility related issues
- Cultivate relationships with owners and representatives from assigned spaces through effective communication and process refinement
- Manage full life cycle of work orders to ensure successful completion within in a timely manner
- Coordinate vendor logistics (including union contractors and vendors) for all work within assigned spaces inclusive of repair and maintenance, improvement projects, and events coordination
- Coordinate facilities related event logistics within assigned spaces inclusive of submission of required insurance certificates and building security access forms
- Manage and assign projects including coordination with space owners, contracted vendors and other Comcast departments; managing all related expenses including requesting proposals, collecting, and cataloguing quotes, and submitting final invoices; effectively setting, communicating, and achieving timelines
- Communicate department standard operating procedures with initiative to develop new procedures as needed
- Track project costs and receive expense approval for all quoted work
- Works with facilities operations and property management in coordinating maintenance work and repair of electrical, plumbing, and HVAC, as it relates to assigned spaces
- Ensures that buildings are in compliance with Company & OSHA Standards
Customer Service Function:
- Primary focus is to successfully oversee day-to-day front-line customer service support for all facilities matters managed by the Campus Admin. department.
- Ensure first-responder customer service staff supports help desk phone line and enters the necessary request in various work order systems
- Reviews requests which come directly from the work order system and contacts customers to clarify work if necessary
- Monitor work order system, facilities mailbox, Microsoft Teams channels, etc. for incoming facility requests
- Routes work orders to vendors and Campus Operations team members
- Manage work orders which include closing, following up, and completion times
- Assist with back end systematic issues on the work order management systems to trouble shoot issues
- Support all department wide Vendor Management Responsibilities (e.g., TPSA, cybersecurity requests; audits; COIs, etc.)
- Run monthly, quarterly, and yearly reports to reflect the team’s progress.
- Analyze and interpret quantitative and qualitative data collected from surveys and work order management reports to record conclusions and make recommendations
- Build strong relationships with business units
- Communicate effectively to resolve issues and increase customer service standards
Business Operations & Property Management:
- Assist the Associate Vice President of Business Operations & Capital Projects with key process improvement projects across Business Operations and Property Management:
- Create better working processes between functions across Business Operations and Property Management
- Create Matrix relationship with key business partners
- Create and manage a strategic plan for the Campus Admin organization
- Project-manage large cross-functional workstreams
- Execute strategic special projects
- Records Management
- Lead Sustainability Initiatives
- Lead Accessibility Workstream
- 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.
General Requirements:
- Manage and oversee a team including training, growth development, and support
- Willingness and ability to take on new department projects and assignments as assigned
- Working in a fast-paced environment
- Assists with after-hours projects and on-call rotation
- Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedules, and overtime as necessary
- Other duties and responsibilities as assigned
Experience
- Bachelor’s degree (or equivalent experience) required
- 5 years design or facilities fundamentals, event production, or project management
- 5 years customer service
- Previous people management experience preferred
- Excel, Word, Power Point, Facilities Maintenance Ticketing proficiencies
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.
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.
Skills:
Project Management, Operations; People Leadership; Customer Service Administration
Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and 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.
Relevant Work Experience
10 Years +
