Senior Director, Advanced Product Support
Comcast (Ann Arbor, Michigan)

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Job ResponsibilitiesThis highly visible, senior management position is directly responsible for the performance of a 450 plus-seat call center. The position will lead our Advanced Products Center handling all product support, troubleshooting, repair and tier functions, for all Comcast products, including simple and advanced video, high speed internet and VOIP- based telephone services for the entire Michigan Region. The position is responsible for implementing effective call center management practices to increase customer satisfaction, reduce costs, lower call volumes and improve service quality. The position is responsible for the recruitment, management, training, and development of Call Center Management team. This position will also communicate and interface with Customer Service functions at the Regional and Division levels on strategic and operational issues and concerns.

Specific responsibilities include:
Designing/implementing processes that provide for a high level of customer satisfaction and meet company service standards and commitments.
Developing a call center organization that is proficient in delivering and supporting multiple products, including but not limited to digital video, high speed data, VoIP, and residential telephony.
Overseeing all aspects of operations including staffing, training, facility layout, technology, etc.
Improving/maintaining the delivery of superior quality service through effective qualitative and technical monitoring programs to build greater customer satisfaction, loyalty and retention.
Developing and managing to operating and capital budgets and forecasts.



Primary Duties and Responsibilities

•Partner with the Customer Service leadership team to develop and execute strategic business plans, operational goals and performance metrics that deliver high levels of customer satisfaction while ensuring achievement of financial and operational goals-

•Direct Call Center operations, driving operating improvements and quality performance through productivity measurement and monitoring, staffing. coaching and training.

•Manage achievement of service level goals.

•Lead key service operations initiatives, driving stakeholder and/or cross-functional collaboration that insure high quality decisions and prompt resolution of business issues.

•Develop and retain team of call center managers, providing coaching and developmental opportunities that continuously build and expand both individual and team capabilities. Support development and enhancement of leadership competencies that drive individual/team performance against established goals. Foster a team environment that encourages collaboration and peer support.


•Partner in Workforce forecasting and planning to ensure necessary staffing levels to support customer demand. Insure the recruitment, selection and retention of highly qualified internal and external candidates.

•Partner with leadership team in providing effective communication, training, tools and support that maximizes organizational and employee effectiveness.

•Maximize employee satisfaction, development and performance Foster a culture of inclusion that encourages employee contributions and insures respect and support of all types of individuals.

•Working under minimal direction must be able to identify, according to broadly states goals, analyze and resolve a wide range of issues, providing quick and decisive solutions within the context of existing policies and identify the need for revision or creation of policies.

•Must be innovative and flexible in responding to a rapidly changing environment, while working to achieve organizational and budgetary goals.

Punctual, regular, and consistent attendance.

Required Skills:
Minimum RequirementsMinimum Requirements:
•B.S. or B.A. or equivalent experience; MBA preferred

•Proven track record of results achievement in large scale operational environments, with a strong focus on repair/troubleshooting/ tier background in advanced products. A minimum of 6-8 years of operational management experience with 3-5 years experience managing in a 300+ seat call center is necessary, preferably within cable television or a related industry

Experience that includes overseeing all aspects of the call center environment including staffing, facility layout, technology, etc Experience should also include managing and integrating a variety of services or product lines across multiple call centers.

Experience developing and implementing new processes and procedures in a dynamic environment.
•Proven ability to think strategically and respond tactically in a dynamic environment and solid knowledge of call center technology and related communication tools are critical for success.

•High degree of creativity, motivation, confidence, influence, and diplomacy for success in this rapidly growing environment.

Excellent project management, financial analysis, written, and communication skills.

Experience working closely with other functional groups and creating/leading cross-functional teams; ability to establish and manage relationships at all levels

Comcast is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Comcast via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Comcast HR/Recruitment will be deemed the sole property of Comcast. No fee will be paid in the event the candidate is hired by Comcast as a result of the referral or through other means.