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Sr Director Customer Experience Operations

Company: Comcast
Location: Philadelphia
Posted on: May 5, 2021

Job Description:

Job SummaryThe Senior Director of Customer Experience Operations will be responsible for the strategic planning and the overall operational management of our improved employee and customer Net Promoter System (NPS) across all of Comcast Advertising, including both Effectv and FreeWheel. This person will work closely the VP of Customer Experience to implement a cross functional NPS department that will maximize the positive transformative impact of Customer Experience (CX) Solutions for the customer, the employee, and the business. As Senior Director, this person will be asked to analyze data from complex data sets and architect the future of the NPS system by working with external and internal partners to understand the complexities of multiple applications. The Senior Director will support the adoption of CX functions within various teams, manage all communications and media for CX reporting, and ensure the NPS is being used as an accelerator to support the goals of the DE&I initiatives within Comcast Advertising. This role requires exceptional communication skills and the ability to work independently within a growing team by applying broad knowledge to address complex, unusual and critical issues within our organizations.Job DescriptionCore Responsibilities

  • Inspire a commitment to Customer Experience (CX) throughout Comcast Advertising by providing leadership related to data, metrics, trainings, and communications.
  • Fully implement and maintain the customer and employee Net Promoter System across Comcast Advertising organizations, Leaderships groups, and other cross functional groups.
  • Establish critical CX metrics that are connected to our business impact that drive the most impactful customer-valued improvements.
  • Direct the development and publication of all companywide CX communication pieces, including NPS quarterly updates, elevations status summaries, and eNPS DE&I progress.
  • Evaluate the impact of CX initiatives and recommend alternatives or adjustments in consideration of proposed operating strategies.
  • Evaluate outside service providers of contractors; provides direction in the development of tailored services; negotiates contract terms and conditions.
  • Develop and communicates goals, strategies, tactics, project plans, timelines and key performance metrics to reach goals.
  • Highly effective communicator, capable of delivering business-shaping insights to senior stakeholders.
  • Develop and manage budget to ensure required resources are available.
  • Direct project teams in the development and implementation of project plans. Guide teams on project-specific assignments.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent and timely participation. Must be appropriately responsive to items of known importance, using sound professional judgement.
  • Other duties and responsibilities as assigned. Job Specifications:
    • Bachelor's Degree: Business Administration/Management
    • 10+ years of client success and/or client management experience
    • Knowledge of digital platforms and tools and understanding of data analytics across multiple platforms.
    • Experience leading and project managing large scale change initiatives in a highly dynamic environment.
    • Ability to communicate vision and drive execution within a highly matrixed organization
    • Strong customer facing skills and experience. Customer Experience Employees at all levels are expected to:
      • Exude enthusiasm, work with a collaborative spirit and utilize superior listening and communication skills to build broad productive business relationships and influence insightful change.
      • 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.
      • Understand our Operating Principles; make them the guidelines for how you do your job.
      • 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 assistant, administrative coordinator, administrative staff, beverage, facilities, front desk, operation, operational support, records management, support

Keywords: Comcast, Philadelphia , Sr Director Customer Experience Operations, Executive , Philadelphia, Pennsylvania

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