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
Supporting Comcast Business for the Northeast Division (NED), the VP of Service Assurance & Delivery is responsible for the overall strategy and management of the customer experience which includes service delivery, customer care (service assurance), and program management that supports our success in helping small business and enterprise customers. This leader establishes policies, procedures and strategy to deliver business solutions and provide necessary ongoing service assurance, meeting organizational goals and driving revenue. This leader also constantly seeks to improve the fiscal performance, operational effectiveness, customer experience, and employee experience of the Service Delivery and Assurance organization, in alignment with Division goals and company standards.
Core Responsibilities:
Oversees and directs the Technical Support / Service Delivery and Assurance organizations, as well as NED's Comcast Business Program Management office and Operations escalation teams.
Responsible for strategic planning, vendor management, performance management, coaching and development, and organizational health of a 400+ person organization.
Creates and drives business strategies to provide superior technical support through services, products, and policies.
Provides expertise and knowledge of Comcast Business services, products, and policies to top business leaders to prescribe solutions for customer, sales, and field operations opportunities.
Develops long-term plans that impact the achievement of business results.
Cultivates a culture of development and Net Promotor Score achievement throughout the organization.
Additional Requirements:
Bachelor's degree strongly preferred, and 10+ years of technical leadership experience.
Demonstrated success leading, developing and executing operational improvement initiatives that drive effectiveness and efficiency results.
Experience leading large organizations within a matrixed environment.
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.
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.
Skills
Operations Management, People Management, Strategic Leadership 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
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. Certifications (if applicable)
Relevant Work Experience
15 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.
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