Director, Xumo Care

Comcast • Full-time • Philadelphia, Pennsylvania, United States • 5d ago

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 providing leadership and direction for the care & support function of Xumo. Works on a cross-functional team that will manage the strategic deployment of care initiatives across all lines of business. Acts as a part of a core team that includes field representation and partners in various organizations that will support the direction for ‘best-in-class’ support and management of the end-to-end customer journey. The team will be responsible for defining a cohesive plan that captures the aspects of technology, people and process and will support the delivery with a focus on planning, change management and communications. Xumo, a joint venture between Comcast and Charter, was formed to develop and offer a next-generation streaming platform on a variety of branded 4K streaming devices and smart TVs. Powered by Comcast’s global technology platform, Xumo devices and services feature an entertainment experience designed to make it easy for consumers to find and enjoy their favorite streaming content through a world-class user interface and voice search, and for partners to meaningfully connect and engage with millions of consumers.

Job Description

Core Responsibilities

Accountable for defining future state 'Best-in-Class' support solutions and ensuring the successful deployment for all of the operational components for the strategic systems.
Reduces variation from processes so that simplification is obtained and operational efficiencies are gained.
Creates clearly defined and mutually agreeable success metrics for each new system or process and establishes a plan to track, monitor and measure the success of those metrics.
Uses a methodical yet collaborative approach to each project by: 1) Measuring the process and questioning the capability and quality, 2) Defining the problem statement, 3) Performing a gap analysis between the customers' expectation and current process performance, 4) Standardizing solutions around best practices and 5) Repeating the steps for continuous improvement.
Develops repeatable and thus scalable, plans and processes in order to speed time to market and improve operational efficiency.
Interacts closely with a matrixed cross-functional team (both field and corporate) in order to secure alignment and solution excellence.
Fosters an environment of empowerment, openness, inclusion and objectivity all while striving to deliver solutions that benefit the entire organization.
Works with our HR counterparts and identifies plans for change management, communication and training needs.
Responsible for all commitments within assigned organization and dependencies across the department.
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 necessary.
Other duties and responsibilities as assigned.

Highly Preferred Experience/Additional Info:

Ideal candidate will have customer experience/Care experience specifically with end-to-end care process improvement, problem resolution and strong relationship building (internal & external) in order to impact a growing subscriber based business. Along with ability to assess the "big picture" and take ownership on customer insights & feedback, to plan for long term business impacts.
Experience in subscriber based industry/media/streaming highly preferred.
Position is office based in Philadelphia, PA - 4 days/week & 1 day remote
This position is not eligible for visa sponsorship. Applicants must be authorized to work for Comcast in the United States without a current or potential future need for sponsorship.

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.
Respect and promote inclusion & diversity.
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 EOE/Veterans/Disabled/LGBT employer.

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, genetic information, or any other basis protected by applicable law.

Skills:

Customer Experience (CX); Change Management; Results-Oriented; Continual Improvement Process

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 +

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