• Job Description

  Req#: R376015
  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 managing the end-to-end operations across our NOW portfolio, coordinating cohesive customer experience and delivery against performance goals. Drives sales, channel and distribution planning and management across current and new channels. With end-to-end oversight of operations, customer experience & customer support for the NOW portfolio, has shared ownership of delivering strong employee and customer NPS across NOW products and transactions. Responsible for performance evaluation and management across the full portfolio P&L. Orchestrates delivery of long- and short-term plans, working across a matrixed environment to achieve prioritized objectives. Leads a small but growing team of talented individuals.
  Job Description
  Core Responsibilities
  • Drives sales, channel and distribution planning and management across current and new channels to align with target audience shopping and purchase behaviors and deliver on sales goals.
  • Oversight of operations, customer experience & customer support across the portfolio, ensuring we are meeting and exceeding target audience needs and expectations.
  • Supports delivery of a great frontline sales and care agent experience through activities such as training, tools, and incentives.
  • Uses consumer, competitive and market insights together with internal analysis to assess performance against subscriber, revenue, cost, channel and customer experience goals. Leads the development of plans to achieve budget, improve performance, and mitigate issues as needed, partnering across HQ and Field teams to implement.
  • Leads direct reports and partner teams in developing, maintaining and improving ongoing performance reports and analyses.
  • Acts with urgency to dissect and remediate any NOW portfolio customer or frontline agent impacting issues that arise.
  • Serves as the team liaison and subject matter expert to a variety of teams including HQ and Field Sales, Digital, Customer Service, Customer Experience, Technology, and Business Intelligence.
  • Fosters partnerships across the organization and engages stakeholders in both the development, launch and management of business plans.
  • Collaborate and influence successfully to achieve shared goals in a highly matrixed environment.
  • Strong leader that is comfortable with managing multiple priorities, deliverables and someone who is comfortable as a change agent.
  • Exceptional communication and project management skills.
  • Manages key leadership forums to enable decision making, alignment and information sharing across stakeholders.
  • Manages, develops, and motivates team members to ensure business goals are met and eNPS is strong.
  • 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) as necessary.
  • Other duties and responsibilities as assigned.
  Minimum Requirements
  • 10+ years of experience, with 5+ years focused in operations, customer experience, digital/ecommerce and/or sales
  • Ability to assess the performance of the portfolio and make strategic recommendations to optimize its performance
  • Strong business acumen to be able to work cross functionally with many different teams in a matrixed environment
  • Natural collaborator with exceptional stakeholder management skills
  • Proven success with developing creative ideas for go to market strategies and executing on those ideas
  • Comfortable working through ambiguity on projects and can look at the bigger picture to develop a strategic plan
  • Ability to leverage data to tell a story on key findings and learnings
  • Self-starter and able to take ownership of projects
  • Demonstrated experience dealing with very senior executives with an ability to synthesize multiple insights into a compelling strategic / actionable plan.
  • Strong presentations skills and ability to craft a strategic narrative.
  • Must have experience leading teams, and fostering an environment that motivates, challenges and supports all team members to drive innovation and success.
  • Demonstrated ability to be involved in day-to-day activities and provide hands-on leadership and support as needed.
  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.
  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 benefits summary on our careers site for more details.
  Education
  Bachelor's Degree (Required)
  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.
  Certifications (if applicable)
  Relative Work Experience
  10 Years +
  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.

• About the company

  Comcast Corporation is an American telecommunications conglomerate headquartered in Philadelphia, Pennsylvania.

Notice