Senior Director, Account Management

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.