Comcast · 6 hours ago
Senior Director, Account Management
PA - Philadelphia, 1701 John F Kennedy Blvd
Full-time
Onsite
Director/Executive
10+ years expComcast is a Fortune 50 leader in media and technology, seeking a Senior Director of Account Management to develop and manage their Business Partner Operations strategy. The role involves leading a team to enhance customer experience and retention through effective management of third-party contact centers and collaboration with various departments.
InternetTelecommunicationsTVVideoWeb Hosting
Responsibilities
Develop robust framework that drives performance and consistency across vendor managers who influence results, and external business partners that deliver results
Collaborate with other departments including but not limited to, Workforce Management, Finance, Sourcing Governance & Contracts, and Business Intelligence to drive exceptional service delivery while meeting financial targets
Foster customer-centric environment demonstrated by consistent improvements in key performance indicators such as Customer Save rates, Transaction rates, XM Sales, Data sales and saves, NPS, Initial Contact Resolution, Transfer Rates, and Average Handle Time
Positively impact customer churn by executing strategies that exceed expectations in Sales and Retention metrics
Leverage extensive telecommunications and contact center experience to help build standards for vendor contract negotiations
Drive a culture of accountability by ensuring our vendor partners meet or exceed performance and capacity expectations across all channels
Identify performance related trends and root causes using data-analysis; facilitate process and policy improvements
Champion continuous progress among vendor partners and internal teams by leveraging Comcast methodologies, processes, and technology expertise
Oversee efforts to ensure our vendor partners are properly staffed and trained to field anticipated customer volume
Partner with functional area leaders to ensure that tactics and sourcing related activities align with Comcast objectives
Provide regular feedback to business partners on performances and facilitate review sessions
Assure business partner and Comcast compliance with contract terms and conditions, commitments, and notifications. Monitor and approve the quality of the relationship between Comcast and business partners. Manage business partner performance audits (regulatory, technical, security, risk etc.)
Create vision, clear direction, and strategy for Vendor Management team. Establish, manage, and coach team to clear objectives and performance expectations. Attract, motivate, develop, and retain highly skilled workforce
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
Qualification
Required
Bachelor's degree or equivalent experience
10+ years of relevant leadership experience in a dynamic, metrics-oriented contact center environment with expertise and experience in Retention and Sales Growth organizations
5+ years of direct leadership experience working with multiple BPO vendors and their representatives
Exceptional project management skills
Ability to establish and maintain cross-functional partnerships
Excellent organizational, analytical, and presentation skills
Maintains a high level of professionalism, integrity, and trust at all times
Experience planning and leading strategic initiatives
Experience with managing a large budget
Must be willing to travel up to 30% + domestically and internationally as needed
Must be proficient in Microsoft Office tools, including Word, Excel, and PowerPoint
Benefits
An array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
Company
Comcast
Comcast is a media and technology company that provides broadband internet, mobile services, and entertainment platforms. It is a sub-organization of SkyShowtime.
10001+ employees
H1B Sponsorship
Comcast has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (705)
2024 (561)
2023 (624)
2022 (750)
2021 (588)
2020 (583)
Funding
Current Stage
Public CompanyTotal Funding
$4.92BKey Investors
California Public Utilities CommissionMassachussetts Broadband InstituteMaine Connectivity Authority
2025-11-13Grant· $3.2M
2024-07-02Grant· $2.69M
2023-04-24Grant· $0.28M
Leadership Team
Neil Smit
President and Chief Executive Officer
Candy Lawson
SVP, Chief Compliance Officer and Senior Deputy General Counsel
Recent News
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