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Job Summary

The Senior Manager of the Procure-to-Pay (P2P) Service Desk leads a centralized support team responsible for delivering timely and accurate assistance to employees, vendors, and business stakeholders across purchasing, vendor setup, invoice workflows, payment status, and expense-related inquiries. This role emphasizes customer service, issue resolution, knowledge management, trend analysis, and continuous improvement. The Senior Manager drives a high-quality support experience and partners cross-functionally to eliminate root-cause issues and increase adoption of policies, tools, and digital solutions.

Job Description

Core Responsibilities

Service Desk Leadership

• Leads daily operations of the P2P Service Desk, ensuring inquiries are resolved accurately, quickly, and with a customer-centric mindset.
• Ensures service-level agreements (SLAs), response time targets, backlog thresholds, and customer satisfaction goals are consistently met.
• Manages ticket intake, triage, prioritization, and escalation paths.
• Develops analytics and reporting to monitor performance, identify trends, and recommend improvements.

Policy, Guidance & User Support

• Provides expert-level guidance on purchasing, vendor management, invoice workflow, and expense-related policies.
• Ensures team members deliver consistent support aligned with documented policies and procedures.
• Identifies trends in recurring questions and partners with leadership to update FAQs, training materials, and self-service resources.

Training & Staff Development

• Ensures team members are fully trained on systems, policies, service protocols, and issue-resolution standards.
• Provides coaching, performance feedback, and development planning.
• Creates a supportive, high-performing environment that prioritizes service excellence and continuous improvement.

Process Improvement & Root Cause Resolution

• Monitors common support issues to identify root causes and works with cross-functional teams such as Accounting, Procurement, Technology, and Operations to reduce or eliminate repeat inquiries.
• Enhances self-service tools, knowledge articles, user documentation, and communication channels.
• Leveraging data and insights to recommend process enhancements, automation opportunities, and policy updates.
• Champions digital solutions and automation that improve the ease and efficiency of the support experience.

Business Partnership & Communication

• Acts as the primary escalation point for complex vendor and employee support issues.
• Provides insights, trends, and recommendations to leadership to improve upstream processes and overall customer experience.
• Influences cross-functional decision-making by communicating service challenges, user pain points, and emerging themes.

Other Responsibilities

• Exercises independent judgment and discretion in resolving significant support matters.
• Maintains high standards of reliability, punctuality, and professionalism; supports flexible hours as needed.
• Performs other duties and responsibilities as assigned.

Preferences

Education & Experience

• Bachelor's degree in Business, Accounting, Finance, Supply Chain, or related field; or equivalent experience.
• 5-7 years of experience in Accounts Payable, Procure-to-Pay, purchasing support, shared services, or related financial operations.
• 3+ years of experience supervising, leading, or managing a customer support, service desk, or financial operations team.support, service desk, or financial operations team.
• Experience working with purchasing systems, invoice workflows, vendor management tools, and expense platforms.
• Strong background in support operations, ticketing systems, and customer service process management.service process management.

Knowledge & Skills

• Ability to interpret and explain Accounts Payable and purchasing policies to employees and vendors.
• Strong analytical and problem solving skills with the ability to identify trends, root causes, and recommended improvements.solving skills with the ability to identify trends, root causes, and recommended improvements.
• Excellent communication skills-verbal, written, and interpersonal-with the ability to interact effectively with employees at all levels and external suppliers.
• Demonstrated ability to manage multiple priorities in a fast paced environment while maintaining high accuracy and attention to detail.paced environment while maintaining high accuracy and attention to detail.
• Familiarity with ERP systems (Oracle, SAP, Workday, or similar) preferred.
• Ability to coach, motivate, and develop team members.

Leadership & Behavioral Competencies

• Strong customer service orientation and ability to model and reinforce a service focused culture.service orientation and ability to model and reinforce a servicefocused culture.
• Demonstrated ability to exercise independent judgment and discretion in matters of significance.
• Proven ability to build strong working relationships across departments such as Finance, Sourcing, IT, and Operations.
• Ability to manage confidential information with professionalism and integrity.
• Comfortable facilitating feedback loops, communicating trends, and leading continuous improvement activities.improvement activities.

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

Accounts Payable (AP), Procure-to-Pay, Service Desk 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 DegreeWhile 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

7-10 YearsComcast 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.