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Executive Director, Tools Strategy & Product Management - Customer Service
Comcast
Philadelphia, PA, United States
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SUMMARY
Responsible for contact center desktop tools strategy and product management. Fundamentally, this role is tasked with ensuring that our live agent interactions are supported by world-class, intuitive, smart, integrated, and easy to use tools that can adapt with our operating model, as products, technology and automation continue to evolve the ecosystem. Scope includes, but is not limited to, efforts across Inbound Sales, Loyalty, Billing and Repair for both internal and third party call center operations, as well as voice, chat, and other contact channels.
CORE RESPONSIBILITIES
• Einstein product management, including oversight of development needs, business objective alignment, intake, and cross functional alignment.
• Connecting the dots to ensure that we have a cohesive desktop tools strategy that can be articulated and supported in reality.
• Management of solution design, working closely with our technology partners, key stakeholders, and development resources.
• Make it Work First-Make tools performance, reliability and effectiveness a priority for the team, and partner effectively with Operational Effectiveness and Tools Operations.
• Oversight for all next generation R&D, proof of concept trials, and any other future looking development and strategy work.
• Building user feedback and the user experience into every aspect of our solutions, in a transparent way that makes it easy for users to follow ideas from inception to deployment.
• UX Design
• Contact center mobile application development.
• Management of Interactive Troubleshooting Guide (ITG) design and design team, working in close partnership with ITG product management and development resources including significant influence over supporting technology decisions and strategy.
• Oracle knowledge management platform.
• Liaison with quality assurance, consistent with supporting a high quality product and user experience.
• Provide national leadership and governance in all things contact center tools related, ensuring key stakeholder positions are understood, considered, and managed appropriately.
• Be an advocate for the front-line agents, supervisors, and other front-line customer contact employees.
• Be an advocate for our customers.
• Sets appropriate team goals, consistent with function and overall Cable Goals, and has processes and procedures in place to track progress, and ultimately achieve those goals.
• Provides direction and guidance necessary to assure the efficient and cost-effective operation within approved operating and capital budgets for the areas of responsibility under this position.
• 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.
QUALIFICATIONS
• Master's Degree or equivalent work experience
• Generally requires 10 plus years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer