Supervisor, HR Service Center

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

Responsible for supervising the day-to-day operations of the HR Shared Service Center. Serves as an escalation point for complex employee inquiries, providing guidance and resolution related to employee benefit programs, HR policies, payroll and general communications supported by our team. Oversees Specialists and Consultants within designated service areas and addresses day-to-day affecting team performance and engagement. Holds accountability for the performance management and evaluation of direct reports. Customarily and regularly directs the work of two or more full-time employees or their equivalent in accordance with operational and organizational objectives.

Job Description

Responsibilities:

• Serves as the primary escalation point for complex or sensitive employee inquiries that exceed the scope, authority, or experience of frontline team members.
• Provides ongoing coaching and consultation Specialists and Consultants, both individually and in group settings, to enhance service delivery, customer experience, and accurate application of new or revised HR policies, procedures, and programs at the local, regional, and national levels.
• Oversees daily workload distribution and workstream prioritization to ensure efficient and timely handling of incoming volume; adjusts staffing plans, objectives, and assignments as needed to meet service level expectations.
• Interprets and operationalizes broader Human Resources policies, programs, and initiatives to support organizational and business needs within the HR Shared Services environment.
• Contributes to the development, implementation, and continuous improvement of operational policies and procedures affecting HR Shared Services; recommends and supports process enhancements and operational changes.
• Monitors individual and team performance metrics to ensure quality, accuracy, consistency, and compliance with established service standards; conducts performance evaluations and delivers coaching, training, and corrective action as appropriate.
• Analyzes Net Promoter Score (NPS) and employee feedback to identify trends, make data-driven recommendations, and drive continuous improvement.
• Exercises independent judgment and discretion in matters of significance, including employee performance management, escalation resolution, and operational decision-making.
• Maintains regular, reliable, and punctual attendance; demonstrates flexibility to work variable schedules, including nights, weekends, and overtime, as required to meet business needs.
• Performs other supervisory and operational duties as assigned to support departmental and organizational objectives.
• 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

Automation, Coaching, Customer Escalation, Customer Experience (CX), Operational Workforce Planning

Compensation

National Pay Range: $60,520.04 USD-$141,843.84 USD Illinois Pay Range: $64,302.54 USD - $124,822.58 USD Colorado Pay Range: $68,085.05 USD - $130,496.34 USD Hawaii Pay Range: $79,432.55 USD - $119,148.83 USD Washington DC Pay Range: $86,997.56 USD - $130,496.34 USD Maryland Pay Range: $71,867.55 USD - $130,496.34 USD Minnesota Pay Range: $68,085.05 USD - $119,148.83 USD New York Pay Range: $71,867.55 USD - $141,843.84 USD Washington Pay Range: $68,085.05 USD - $136,170.09 USD New Jersey Pay Range: $75,650.05 USD - $136,170.09 USD Vermont Pay Range: $71,867.55 USD - $113,475.08 USD Massachusetts Pay Range: $75,650.05 USD - $136,170.09 USD California Pay Range: $68,085.05 USD - $126,083.41

Comcast intends to offer the selected candidate base pay within the posted range for this role at the time of posting dependent on job-related, non-discriminatory factors such as experience. Base 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 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.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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)

Relevant Work Experience

2-5 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. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.