Sr. Director, Customer Service & Care (CAE) - Escalations

Newark, DE
Apr 20, 2017
Apr 21, 2017
Full Time
Comcast brings together the best in media and technology\. We drive innovation to create the world's best entertainment and online experiences\. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines\. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting\-edge products and services to life for millions of customers every day\. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast\-forward your career at Comcast\. **Summary:** Responsible for hiring, developing and overseeing the Escalations Customer Service team as well as developing the infrastructure and necessary processes\. Provides reports to management regarding operational efficiency, performance issues, recommendations for improvements and customer experience, and contributes to design and testing\. Establishes procedures and infrastructure to ensure rapid and effective resolution of support cases and chronic or significant complaint or quality issues to maximize efficiency and customer loyalty\. Oversees a team of 70 employees\. **Core Responsibilities:** \- Support team in effort to review and analyze escalations to determine trends, broken or outdated processes and ultimately improve overall customer experience for internal and external customers\. \- Collaborates across all departments to develop and refine products and drive customer experience initiatives\. Manages and coordinates multiple, cross\-functional projects simultaneously\. \- Oversees a team who manages Customer Care escalations; consolidates complaints and provides quality reports\. \- Leads all customer relationship management research\. \- Communicates and works with the call center to communicate all efforts relating to products and customer relationship management\. \- Researches trends and report complaints, product improvement suggestions and other actionable and quantified customer and market feedback to management\. \- Ensures key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness, and customer loyalty are met or exceeded\. \- Develops, justifies and successfully executes strategic and operating plans and budgets for the Corporate Customer Account Executive team\. \- Develops a high performance staff through education, mentoring and providing continual evaluation of employee development and eliminate single points of knowledge\. \- 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\. **Job Specification:** \- Senior level Call Center/Care experience in a 24x7 environment strongly preferred\. \- Large scale leadership & people development skills/experience to effectively lead high functioning teams strongly preferred\. \- Analytical orientation with ability to identify escalation trends and drive necessary change\. \- Ability to work cross functionally in a highly matrixed organization\. \- Telecommunications experience preferred\. \- Bachelors Degree or equivalent\. \- Generally requires 12 years related experience\. Comcast is an EOE/Veterans/Disabled/LGBT employer