Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)
Job Summary
The Vice President of Digital Workplace & Support will lead the global strategy and operations for enterprise end-user support services across Comcast, Sky, and Field and Region Operations. This role is accountable for ensuring that employees have access to world-class support across devices, applications, collaboration platforms, and workplace technologies.
By overseeing service desks, on-site support, remote assistance, and experience monitoring, the VP ensures that every employee has the tools and assistance needed to be productive. The role will drive a proactive, customer-centric culture of support, with a focus on service reliability, automation, and continuous improvement.
Job Description
Core Responsibilities:
Support Strategy & Operations
Define and implement the global workplace support strategy, ensuring alignment with business and IT objectives.
Provide executive leadership for global teams exceeding 500 employees and 100+ contractors, operating across multiple regions, time zones, and delivery models Establish and govern global outsourcing and vendor partnerships, ensuring service quality, financial discipline, and continuous SLA improvement.
Lead service desk operations, VIP support, field support, and remote troubleshooting services.
Set standardized global frameworks for incident management, request fulfillment, escalation, and major incident response.
Customer Experience & Service Excellence
Foster a customer-first, enterprise-wide service culture, delivering seamless multi-channel support (chat, voice, in-person, self-service).
Define, monitor, and report on KPIs and SLAs at an executive level for support performance, responsiveness, and resolution quality.
Implement proactive monitoring and feedback systems to anticipate issues and elevate the employee experience.
Innovation & Efficiency
Lead the transformation of workplace support through automation, AI-driven support, and self-service tools to reduce support demand and improve scalability.
Partner with engineering teams to resolve systemic issues and embed supportability into workplace solutions.
Continuously identify opportunities for process optimization and service transformation.
Leadership & Governance
Own global support budgets and resource allocation to deliver cost-effective and reliable support operations at an enterprise scale.
Recruit, monitor, and develop support leaders and teams, promoting a culture of inclusion, empathy, and accountability.
Represent workplace support with executive stakeholders, external partners, and industry forums.
Qualifications:
15+ years of progressive experience in IT support, workplace services, or related leadership experience.
Proven experience leading large-scale, global teams through senior leaders in complex, matrixed environments.
Understanding of Microsoft stack and Mac support for large enterprise clients.
Product and design thinking, as well as thinking of support as a product.
Experience on Mergers & Acquisitions and large organizational design for complex teams.
Track record of managing enterprise-scale support operations across diverse geographies.
Strong background in ITSM frameworks (e.g., ITIL) and support technologies (ServiceNow, chatbots, remote monitoring tools).
Demonstrated ability to implement automation and self-service strategies to reduce demand.
Strong communication and relationship-building skills, with experience working at the executive level.
Expected Leadership Behaviors:
Lead with empathy and an employee-first service mindset.
Demonstrate strong influence without authority, partnering across IT, HR, Facilities, and business units to integrate support into the overall workplace experience.
Embrace innovation while ensuring operational excellence and reliability.
Build a culture of accountability, inclusion, and continuous improvement.
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:
Comcast is an EOE/Veterans/Disabled/LGBTQ+ employer.
The above 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:
Leadership; Information Technology (IT) Support; Communication
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
Master'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
15 Years +
