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Director, Channel Tools

Company: Comcast
Location: Philadelphia
Posted on: February 25, 2021

Job Description:

Job SummaryThe Inbound Sales team within Comcast is looking for a Director, Channel tools. This strategic role requires a leader with deep expertise in call center sales tools including agent desktops, chat, virtual agents, telephony, analytics and other technologies used to support sales operations. As a leader you will define and deliver end to end technology strategies that combine people, processes and technology to provide a great customer experience and drive sales. The ideal candidate will also have strong relationship building and leadership expertise along with exceptional communication and collaboration skills.Job DescriptionPrimary Responsibilities

  • Tools Strategy & Alignment
    • Drive strategies that ensure that customer and employees are at the center of our user experience
    • Serve as the voice of the channel with technology organization including delivering executive updates to business stakeholders
    • Support stakeholder engagement, interacting closely with a matrixed cross functional team (both wireless and cable) in order to secure alignment and solution excellence
    • Ensure channel tools and solutions leverage existing platforms and capabilities wherever possible, and where appropriate foundational platforms do not yet exist, partner with enterprise owners to ensure the appropriate wireless product support
    • Foster an environment of empowerment, openness, inclusion, and objectivity all while striving to deliver solutions that benefit the entire company
    • Maintain plan and roadmap as priorities and dependencies change/evolve
    • Align all stakeholders on strategy and approach in order to ensure effective and efficient development
    • Align technology roadmap to strategic KPIs as defined by key stakeholders to demonstrate measureable improvement in the customer and employee experience
    • Work across teams to define processes that enable continuous and measureable improvements to the customer and employee experience
      • New Tool Enhancement and Issue Resolution
        • Drive issue identification, prioritization and resolution and report on status to key stakeholders
        • Lead review and clarification discussions on new requests
        • Lead initial feasibility assessment if needed (t-shirt sizing)
        • Lead high-level business requirements documentation
        • Facilitate prioritization of requests including ensuring the associated business justification is createdCore Responsibilities
          • Accountable for defining future state 'Best-in-Class' solutions and ensuring the successful deployment for all of the operational components for the strategic systems. Focus areas include Sales, Marketing and ordering service.
          • Partner with National and Division Inbound Sales teams to implement frontline tools that align with strategic objectives and deliver business value.
          • Identify and deliver improvements to the Xfinity Assistant sales intents and other chat related frontline tools while maintaining close coordination with the unassisted teams.
          • 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.Minimum Requirements
            • Bachelors degree or equivalent
            • Generally requires 10+ years of experience
            • Hands-on ownership of enterprise employee tool(s)
            • Hands-on working knowledge of sales and customer service functionality in a call center environment
            • History of successful management and delivery of enterprise programs
            • Practical experience in Sales, Customer Service, Operations, MIS, and/or IT areas
            • Deep understanding of Business Process Management
            • Demonstrated leadership experience driving cross-functional initiatives
            • Excellent analytical, problem-solving and project leadership skills
            • Exceptional attention to detail and ability to progress multiple projects in parallel
            • Strong organizational skills, follow through and demonstrated leadership
            • Self-starter that uses creative problem solving skills to resolve issues
            • Strong and effective verbal and written communication skills
            • Ability to tell the story to any level/function within the organization both verbally and written
            • A passion to transform our customer experience and employee experience to create a world class experience
            • Team player with a can-do attitude
            • History of productive collaboration across multiple levels of company personnel
            • Ability to establish trusted partnerships with all stakeholders
            • Ability to negotiate to a win-win resolution for all parties
            • Ability to use personal influence to build positive working relationships with subject matter expertsEmployees 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.EducationBachelor's DegreeRelevant Work Experience10 Years +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. 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 on our careers site for more details. Associated topics: administrative officer, administrative staff, associate, chief operations officer, facilities, front office, food, operational assistant, operational support, records management

Keywords: Comcast, Philadelphia , Director, Channel Tools, Executive , Philadelphia, Pennsylvania

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