This job has expired, please see additional jobs below
VP, Customer Care Strategy & Operations
Comcast
Manchester, NH, United States
Job Details - this job has expired, please see similar jobs below
SUMMARY
Lead Manage Program Management and Product Deployment, Business Improvement, Process Standardization, and Desktop Tools teams all focused on the empowering our employees to deliver on our Customer Experience goals.
RESPONSIBILITES
-Drive cross-functional business improvement strategies for end to end service delivery processes and deliver operational efficiencies with call in and truck roll rates, while improving the Customer Experience. Partner with HQ, Tech Ops, Engineering, XOC, ROC Care, Finance and DPMO teams to ensure product deployment and network enhancements are executed to achieve optimal customer experience and meet financial targets.
-Serve as a liaison to HQ, Division, and Region teams with regards to policy standardization, tool development and deployment; oversee all Einstein content and training material development as needed.
-Oversee Care Program Management function for NED, including product, tool, and initiative deployment, while managing OPA schedules and targets/collision calendars; Integrate all activities into the forecast and business plan.
-Lead evolution strategy for the NED Priority queue: including cross-functional business improvement, customer treatment, business process standardization, and program and performance management.
-Responsible for the overall strategy and management of customer care organization. Establishes policies and procedures to provide necessary customer service, meets organizational goals and drives revenues. Constantly seeks to improve the fiscal soundness and operational effectiveness of all initiatives developed in the Customer Service Strategy and Operations department.
-Provides customer service leadership with regard to all facets of operations analysis, and performance management.
-Plans, develops, and implements management strategy to respond to customer needs and market demands.
-Ensures operating departments comprehend the expense process and allocate their resources in a cost-effective manner.
-Provides direction and guidance necessary to assure the efficient and cost-effective operation within approved operating and capital budgets for the departments.
-Ensures that all efforts are made to retain revenue, improve product mix, and maintain the integrity of accounts receivable.
-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
-Masters Degree or Equivalent
-Generally requires 15 plus years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer