Director, Digital Care Strategy & Operations

Comcast Philadelphia, PA

About the Job

Business Unit:

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



Comcast's top priority is to transform the customer experience. The Director of Digital Care Strategy & Operations will be a key leader in this important effort in a critical placeour social channels.



The mission of Comcast's digital care team is simple: to provide care and support to anyone who needs help, whenever and wherever they want it. We are in the process of significantly expanding our Digital Care team to make sure that we have the staff to make social a real, vibrant way for customers to get their questions answered and issues resolved.



As a top leader on this team, the Director will provide guidance and direction to the Digital Care team including Managers, Supervisors and Specialists who are focused on helping our customers and making sure, they are satisfied. This will entail developing high-level strategy as well as the day-to-day tactics for social care operations. This Director will also be responsible for all support functions for the Digital Care team. This includes: Analysis, Training, Workforce Management, Reporting, Quality, and Social Customer Care application strategy (Lithium, etc.) and tool oversight.



In addition, the Director will work with peers and other leaders to create and drive overall strategy and performance of the team. The Director will leverage an understanding of and experience providing great social customer service to optimize operations areas such as routing, issue classification, and service queues while being responsible for all reporting and real time management of Comcast's social media properties. The Director has a passion for helping people and the leadership ability to impart that passion on the rest of the team. The Director also has broad and deep familiarity with multiple social media channels, can think critically to analyze customer service issues, and exercises excellent judgment in guiding the team to resolve those issues.



JOB RESPONSIBILITES



- Drives strategy for daily operations of the operation, such as proactive content, engagement and agent productivity.



- Creates the appropriate operational metrics and supporting reports to drive an effective Digital Care operation



- Identify relevant social performance reports and dashboards.



- Develop growth targets, business objectives and social media strategies that align with the divisional agenda.



- Contributes to the total effectiveness of the department, communicating openly, solving problems proactively, offering creative ideas and working as a positive, engaged team member.



- Creates the appropriate operational metrics and supporting reports to drive an effective Digital Care operation



- Manage a team of workforce optimization and capacity planning personnel responsible for social media volume forecasting, capacity planning, workflow and planning reporting, specialists scheduling and intraday workforce management.



EXPAND SOCIAL REACH

- Develop long-term strategic vision of Digital Care workforce optimization team with goal to reduce response time



- Develop contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis of projects providing input for future process improvements.

- Acts in partnership with the frontline Digital Care Directors/Managers by interacting with customers and creating Comcast raving fans in real time on various web platforms.



- Established metrics oriented social media operation to show measurable, quantifiable impact of customer engagement efforts and opportunities with customers, potential customers, and competitors on these tools.



- Oversees the development and execution of social media strategy, coordinating with key stakeholders across the company to ensure its effectiveness, match to brand strategy, media integration and maximizing customer engagement.



- Develop social media plans, including content strategies, with an emphasis on setting strategic goals, developing metrics, defining audiences, and identifying key tactical frameworks.



- Oversee the partnership with digital vendors that are used to support the Digital Care strategic initiatives.



- Work closely with traditional and digital marketing agencies to ensure success of social media programs and initiatives.



- Established metrics oriented social media operation to show measurable, quantifiable impact of customer engagement efforts and opportunities with customers, potential customers, and competitors on these tools.



- Create and supervise high-profile campaigns which support overall brand marketing, customer care & business strategy.





COMPETITIVE ANALYSIS AND PARTNERSHIP



- Acts in partnership with the frontline Digital Care Director by interacting with customers and fans in real time on various web platforms.



- Acts in partnership with the Customer Experience Digital VP to develop brand and customer advocate strategies and engagement processes.



- Assists team in creating an exciting online experience for customers.



- Act as the advocate of social media integration.



- Gather and perform competitor, consumer & channel analysis to facilitate development of successful social media campaigns (in collaboration with other cross-functional social media team members).



- Monitor and perform analysis on social media trends and their impact on the brand to help in recommending media strategies.



- Identify programs to generate incremental sales and/or profitability. (Social Selling)



- Work closely with the Digital media team to ensure unified approach to both SEO and SMO.



- Implement cross-functional social listening strategy. Defined how various organizations within Comcast could harness the voice of the customer and use the social web to fuel innovation and impact in their respective efforts.



- Creates fully integrated Social and Community strategy for NCO Digital Cares





ASSOCIATED SKILLS AND COMPETENCIES



- Experience leading a workforce management team or operations



- Experience with community and social customer service operations and processes



- Experience with setting and driving performance metrics and KPIs



- Demonstrable customer mindset



- Social prowess-experience in digital and social media



- Ability to interpret and analyze statistical data; comfort with excel and basic statistics



- Excellent analytical, problem-solving, and decision-making skills



- Willingness to roll up sleeves to help tackle social care volume when needed



- Experience collaborating and working successfully with multiple stakeholders and teams, and excelling in an entrepreneurial environment



- Keen business process intuition, strong interpersonal skills, and a team-player approach



- Superior project management, communication, and interpersonal skills with entrepreneurial drive



- Experience with and skills in leading and motivating a team to meet individual and team goals



- Proven ability to maintain composure in stressful situations



- Strong attention to detail and high standards for quality work product



- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.





QUALIFICATIONS



- Bachelor's Degree or equivalent



- Generally requires 10 plus years of related experience in customer service, customer strategy, social media, analytics, or metrics & reporting



- Experience using and working with social media listening tools such as Lithium a plus



- Experience in a customer service setting such as a call center is a plus



- Understanding of customer service and social media trends



- Writing and customer service examples content samples required



- References required










Comcast is an EOE/Veterans/Disabled/LGBT employer