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.
Prior experience in a customer service or operations role preferred, experience in the Cable industry advantageous
Strong leader with innovative ideas illustrated through past strategy and execution
Innovative thought leader that can build cases around new technologies and processes to support the Partner Network.
Plans, develops, and administers quality, training and communication programs in adherence with national and system customer service objectives
Responsible for the overall communication strategy supporting the training and quality initiatives.
Partner with team to craft the optimal quality program for customer experience while leveraging technology, and provide deep business insight into each customer engagement
Collaborate with Comcast quality, technology and communications organization and business owners to implement and execute on Quality/Training programs for the partner network
Lead the roadmap, priorities and communications for Training and Quality Communications support
Translate internal stakeholder's needs into operational processes for training and quality
Ability to create and drive process standardization for quality programs
Support the launching of new Customer Service locations, new programs, and new vendors on a global scale
Strong working relationship with Quality and Training organizations, internal business owners and vendor network
Develop communications plan to support partner network utilizing multiple channels, tools and platforms.
Strong matrix management skills and ability to work across complex and disparate operations.
7-9 years managing Quality and Communications programs within an Outsourced environment
3 + years of experience in a global operation
Strong project management skills demonstrated through successful deployments of prior initiatives
Minimum travel requirement of 30-50% (domestic and international)
Excellent written and verbal communication skills
Experience working in Fortune 500 matrix organization
Global vendor Management experience
Master's degree (preferable)
Comcast is an EOE/Veterans/Disabled/LGBT employer