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 developing and managing the approach to and execution of our Business Partner Operations strategy that powers productivity, customer experience, sales, and retention performance with Comcast’s third-party contact centers. This includes leading a network of business partner sites and teams across a global footprint to consistently deliver performance that grows, deepens, and retains customer relationships. Interfaces and incorporates consistent and standard operating models to drive partner performance in customer save rates and sales growth targets. Interacts with key leaders within CSO and Growth Office to close operational and tool gaps to optimize partner performance. Provides business expertise in all areas of Account Management including multiple functional areas with a primary focus on Retention, COS, XM Sales and Billing queues.
Responsible for leading a team of Sr. Managers who indirectly influence business partners and business outcomes at our business partners sites. Ensure appropriate resources to achieve financial and business objectives. Influences, shapes, and integrates strategy for functional area(s). Strong business acumen in all facets of Retention and Account Management and is data led and is highly skilled in data led story telling on results and setting strategic direction.
Job Description
Core Responsibilities
Collaborate with other departments including but not limited to, Workforce Management, Finance, Sourcing Governance & Contracts, and Business Intelligence to drive exceptional service delivery while meeting financial targets.
Foster customer-centric environmentdemonstratedby consistent improvements in key performance indicators such asCustomer Save rates, Transaction rates, XM Sales, Data sales and saves,NPS, Initial Contact Resolution, Transfer Rates, and Average Handle Time.
Assure business partner and Comcast compliance with contract terms and conditions, commitments, and notifications. Monitor and approve the quality of the relationship between Comcast and business partners. Manage business partner performance audits (regulatory, technical, security,risketc.).
Create vision, clear direction, and strategy forVendorManagement team. Establish, manage, and coach team to clearobjectivesand performance expectations. Attract, motivate, develop, andretainhighly skilled workforce.
Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s)andovertimeas necessary.
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.
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.
Skills:
Customer Experience (CX); Customer Relationships; Strategic Objectives; Relationship Management; Service Strategy; Customer Service; Business Objectives
Salary:
Pay Range: This job can be performed in Colorado, Illinois, Maryland, Minnesota, and Washington with a Pay Range of $143,372.91 - $268,824.20. This job can be performed in California with a good faith estimated pay range upon hire of $129,035.61 USD - $238,954.84.
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. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
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.
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 +
