Executive Director Customer Interactions

Profile

Comcast's Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. We offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia). Some roles can work virtual full-time if they are not near a Tech Hub, but that is dependent upon the needs of the position and amount of collaboration required.

Job Summary

Responsible for overseeing the development of the organization's strategic plan(s). Ensures the continued successful growth and profitability of the organization. Conducts and interprets organizational positioning, analysis and other studies. Identifies, investigates, evaluates and negotiates acquisitions/divestitures, licensing opportunities and strategic business alliances that are in line with the organization's long-range goals. Provides leadership and direction for diverse and complex functions. Typically manages multiple teams of professionals.

Job Description

The Technology, Product, Experience (TPX) organization works at the intersection of media and technology and our innovative teams are continually developing and delivering products and next-generation technologies that transform the customer experience.

The Emerging Experiences organization is building intelligent products and platforms that provide proactive, personal, and trusted customer notifications and experiences at scale, with a focus on reliability.

At Comcast, we believe that the Customer Experience is our single most important product and providing simple and intuitive support - sometimes before a customer even notices there is a problem - is critical. The Xfinity Intelligent Telemetry team seeks to build industry-leading experiences based on billions of daily customer data points, providing predictive troubleshooting paths for customers seamlessly across both agent-assisted and digital channels - including keep a tight loop checks to validate issue resolution.

As Executive Director, you will be responsible for supervising the development and execution of the team's strategic plans, delivering measurable benefit to the customer experience and operational efficiency of the business. You will provide strategic and technical leadership and direction for your team as well as mentorship and assistance to the multiple Product, Engineering and Field partners required to deliver these new experiences and capabilities.

This role requires:

Ability to view the 'big picture' of challenges impacting the customer experience, including the technical, functional, process, and policy considerations and to creatively define solutions to those challenges

A go-to-market mentality that is passionate about crafting new customer-focused experiences and delivering them to customers quickly and efficiently

A strong commitment and sense of ownership to propel new product features and experiences to life via multi-functional teamwork and partnerships.

Core Responsibilities

Evaluates and ensures the viability of new product ideas in the context of the organization's strengths and capabilities, quality, costs and marketplace demands

Advocate for the ideal customer experience and optimize the experiences being developed, understanding short and long-term achievements

Partner with multi-functional groups such as development, design, business unit and operational support teams to develop product strategy, vision, and requirements

Drive the product development process and ensure timely delivery against the roadmap

Full product lifecycle ownership from requirements through development, deployment, and continuous process and product enhancements

Develop consistent and comprehensive data analytics approach to support product and guide teams to deliver reporting and metrics that measure customer impacts and business results

Provide Senior Executive-level program readouts and reporting, serving as the owner of the product to executive, business, engineering, operational and frontline employees

Provides support for budget activities related to product deployment, performance, and maintenance

Demonstrate and develop your team with collaboration and interpersonal skills to work with a variety of product and technical teams responsible for their areas of the business, to deliver a unified customer experience

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 vital

Other duties and responsibilities as assigned

Employees at all levels are encouraged to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Be responsible for the customer experience - think and act in ways that put our customers first, give them flawless 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 groundbreaking 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.

About Our Perks & Benefits:

We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated!

Here's a look at just some of the perks and benefits we make available to our US-based employees:

Medical & Dental

401(k) Savings Plan

Generous paid time off

Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.

Courtesy Services - We offer all of our full-time employees in serviceable areas free digital TV and internet.

Discount tickets for Universal Resorts, including theme park tickets and onsite hotel rooms.

Learn more at https://jobs.comcast.com/life-at-comcast/benefits

Reasonable Accommodation

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

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, or any other basis protected by applicable law.

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

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. 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com