Job Summary
Our mission in the Digital Experience and Platforms (DXP) organization is to create converged experiences and transform our underlying capabilities so that we can solve our customers problems digitally, foster greater trust, and drive business value.The Director of Digital Optimization will be responsible for providing strategy, leadership, and executive oversight over the performance and optimization of our digital service experiences. We are looking for an entrepreneurial, innovative, and analytical candidate with the passion for both product and operations, as well as experience working across a cross-functional group of stakeholders in a fast-paced environment. You will define and manage the service optimization roadmap, ensuring the areas of focus reflect the company's experience (tNPS), digital adoption (AR), and operational priorities. You will be an expert on our service journeys and provide insight to day-to-day trends and impacts to our business targets.
Job Description

Core Responsibilities

• Drive digital service optimization strategy in partnership with DXP's experience team and business operations teams: develop, measure, and optimize the performance of service journeys across digital channels, including Xfinity Assistant, Xfinity dotcom, SMS, automated phone system (eIVR), & Xfinity App and handoffs between digital and agent channels
• Align to needs of HQ business units and field divisions for operational and service across core cable product lines, Xfinity Mobile, Internet Essentials, and Prepaid
• Prioritize and manage digital operations roadmap
• Facilitates forum with operational and service stakeholders to discuss issues & improvement opportunities
• Prioritizes content and UX requests for service CX and operational initiatives
• Implement no to low-dev effort enhancements to service experiences in partnership with platforms and development teams
• Collaborate with multiple teams including Enterprise Business Intelligence, Go-to-Market, experience, and platforms teams to plan and execute an optimization roadmap
• Contribute to service experience analysis in partnership with the Business Intelligence and Finance teams by helping to uncover drivers of metrics, identify shifts in user behavior and effectively communicate the story behind business results including visualization of data
• Lead discussions with business and customer service stakeholders to understand operational goals and business impact
• Identify blockers to success, problem-solving, and working to resolve cross-functional challenges. Successful outcomes will empower allies throughout the organization to drive toward a common goal.
• Ensure service KPIs met across all DXP initiatives, including call reduction, tNPS, and digital adoption
• 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

Preferred Requirements

• Bachelor's degree or equivalent practical experience
• Seasoned professional with +10 years' experience in product management, customer experience, or similar.
• Candidate must have a proven success in developing and presenting business cases that include operational, financial, sales and customer impact analysis
• Must possess a strategic, analytical mind-set as well as the ability to execute on strategy and plans.
• Profound understanding of how to link strategy to financial plans/business cases.
• Experience with digital tools, including chatbots, dotcom support, automated phone systems, or service apps
• Proven leadership skills and people management skills derived from having direct and indirect responsibility for building and managing cohesive, high-performing teams.
• Should have high energy and possess courage, creativity and perseverance, and express the appropriate sense of urgency.
• Demonstrated sound business judgment and decision-making skills, ability to identify, prioritize, and articulate highest impact initiatives.
• Ability to articulate experience and operational requirements to development teams
• Extensive experience with stakeholder management and can work well in a matrixed organization, driving alignment by synthesizing information and presenting to all levels of management and functions including business partners, designers, technologists, experience and analytics teams
• Proven ability to thrive in ambiguity to solve complex and challenging problems while influencing teams without direct authority
• Ability to think creatively, strategically, and technically
• Strong project management skills
• Excellent communication skills both written and verbal

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• 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.
• 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.

Education

Bachelor's Degree

Relevant Work Experience

10 Years +