Comcast Director, Field Employee Engagement in Philadelphia, Pennsylvania
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.
Represents the headquarters Employee Engagement CoE in designing and implementing engagement programs and initiatives for Tech (employees that go into customer homes) & Call Center (Customer Care or CAEs) population (employees spanning across HQ, Divisions & Geographies). Overall responsibility includes developing and driving function specific strategies to cultivate a productive work environment and optimize the engagement levels of all Tech & Care employees in order to produce better customer experience outcomes. Directs and ensures the effective delivery of employee engagement consultative services to the Business and HR Leaders. Develops efficient approaches to improve the "Employee Experience" across all departments, partnering with NCO/CX leadership and HR Business Partner teams.
-Leverage deep expertise in Tech & CAE day-to-day role, responsibilities and systems in order to represent the employee experience perspective in developing or changing employee impacting programs, policies or processes
-Represents the voice of the frontline employees to influence program, policy, process design and change to improve employee experience and minimize disengagement risk of initiatives during/after deployment (e.g. Tech ETA, QoS, etc) across Divisions
-Advise Divisional/Regional/Functional Leadership on operational implementation and change management to increase likelihood of designed intervention (policy, process, etc.).
-Analyze multiple data and information sources including, but not limited to, YourVoice (Comcast Employee Engagement Survey), eNPS and ComcastListens (Comcast's process for employees to raise workplace concerns), to identify targeted recommendations across job functions to improve frontline employee experience and enable employees to deliver better customer experience
-Partner with TPX and Field business and HR leaders to keep a pulse on business priorities that will be driven through the Tech & CAE channels
-Hold regular focus groups with Tech & CAE employees to understand employee experience and solicit input on potential program design and changes
-Identify root cause challenges that are causing labor vulnerability or other employee disruption and recommend areas to prioritize through proactive engagement activities
-Partner with HQ Labor Relations team and Field on Weeks/Days of Engagement and Core Labor training
-Analytical skills with specific experience in Human Capital/employee opinion data
-Strong consultative skills
-Experience working in and/or managing in call center environment and/or technical operations
-Ability to manage multiple stakeholders and highly matrixed environment
-Exceptional verbal and written communication skills
-Strong organizational skills, follow through and demonstrated leadership
-Change management experience
-Ability to manage through change and work effectively in a matrixed and fast-paced environment
-Self-motivated and able to work independently with minimal supervision
-Team-oriented and works well in a collaborative environment
-Expert Word and PowerPoint and comfort working with MS Excel
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work variable schedule and beyond normal business day as necessary.
- Other duties and responsibilities as assigned.
Employees at all levels are expect 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 and diversity
-Do what's right for each other, our customers, investors and our
- Bachelors Degree or Equivalent
- Generally requires 10 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer