Comcast Director, Knowledge Management & Strategy 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.

SUMMARY

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.

Responsible for all content in Einstein 360, and the internal and external teams that manage the daily operations of content authoring, publishing and auditing. Overarching goal of ensuring that the content published in Einstein is easy to understand, accurate, current and most of all easy to find through an Einstein search. Includes ongoing governance of content requests via the Content Intake Request (CIR) and Feature Promotion Request (FPR) processes. Manages audits to ensure content is current and accurate. Works with channel owners to optimize content for specific topics including X1 and Policies.

Works in close partnership with internal teams, especially the National Customer Service Employee Communications team and the Division Knowledge Management teams. Works cross-functionally when appropriate to ensure content alignment across frontline employee facing channels (e.g. call center, services centers, technicians, business services, etc.). Responsible for driving the strategic evolution of the Knowledge Management environment, including Virtual Agent integration, Persona / Content Strategy work, and overall Platform strategy.

QUALIFICATIONS

  • End-to-end ownership of all aspects of Einstein Knowledge
  • Defining success metrics and using analytics as well as user feedback to continually monitor knowledge management performance, optimize the program, and refine approaches
  • Development of knowledge management strategies and operational processes to improve the learning and performance of users and customers
  • Leading engagements with senior stakeholders/leadership to strategize and establish mechanisms that fully support all aspects of the knowledge management life-cycle, including knowledge creation, acquisition, storage, organization, distribution, sharing, and application
  • Responsible for frontline user communications, including the use of videos, relating to desktop tools, in the context of driving Tools Adoption.
  • Support for the incorporation of Persona into all applicable content
  • Developing organizational strategies that encompass the innovative application of emerging technologies i.e. Virtual Agents
  • Manage a team responsible for daily Knowledge Management Activities such as:

  • Communications Workflow Management: Intake, Publication, QC and Maintenance

  • Knowledge Management Administration: End User Feedback, Workflow Administration, Data Architecture (taxonomy, metadata, tuning), Governance, Communications, Reporting

RESPONSIBILITIES

  • Requires demonstrated leadership experience driving cross-functional initiatives
  • Requires outstanding communications and a history of productive collaboration across multiple levels of company personnel
  • Excellent analytical, problem-solving and project leadership skills
  • Excellent written presentation, verbal and interpersonal skills
  • Strong organizational and time management skills
  • Strong Microsoft Office toolset skills (i.e., Word, Excel, PowerPoint)
  • Operations experience with a strong technical aptitude
  • A passion to transform our customer experience and employee experience
  • Strong organizational skills, follow through and demonstrated leadership
  • Ability to champion Knowledge Management to Executive leadership
  • Self-starter that uses creative problem solving skills to resolve issues
  • Strong customer-service orientation toward internal and external customers
  • Ability to communicate and connect with all levels of the organization
  • Ability to use personal influence to build positive working relationships
  • Ability to "negotiate to a win-win" resolution for all parties
  • Exceptional attention to detail
  • Team player with a "can-do" attitude
  • Ability to progress multiple projects in parallel
  • Ability to use and analyze data to identify process improvement opportunities
  • Strong problem solving and critical thinking skills
  • Strong and effective verbal and written communication skills, specifically related to business and technical writing ability to "tell the story"
  • Bachelor's degree or equivalent experience.
  • 10 plus years of experience
  • Certifications (preferred, but not required): Knowledge Management CKM/CKP, Knowledge Centered Support-KCS, Metadata and Taxonomy
  • Minimum of 4 years hands-on Knowledge/Content Management experience required.
  • Practical experience in Customer Service, Operations, Content Management Systems, Web Development, Technology Platforms
  • Cable, telecommunications, technology industry and call center management experience a plus.

Comcast is an EOE/Veterans/Disabled/LGBT employer