Senior Director, Account Management

Job Summary

Responsible for developing and managing the approach to and execution of our Business Partner Operations strategy that powers productivity, customer experience, sales, and retention performance with Comcast’s third-party contact centers. This includes leading a network of business partner sites and teams across a global footprint to consistently deliver performance that grows, deepens, and retains customer relationships. Interfaces and incorporates consistent and standard operating models to drive partner performance in customer save rates and sales growth targets.

Interacts with key leaders within CSO and Growth Office to close operational and tool gaps to optimize partner performance. Provides business expertise in all areas of Account Management including multiple functional areas with a primary focus on Retention, COS, XM Sales and Billing queues.

Responsible for leading a team of Sr. Managers who indirectly influence business partners and business outcomes at our business partners sites. Ensure appropriate resources to achieve financial and business objectives. Influences, shapes, and integrates strategy for functional area(s). Strong business acumen in all facets of Retention and Account Management and is data led and is highly skilled in data led story telling on results and setting strategic direction.

• 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.

• 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