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Director Customer Experience Operational Employee Communications

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Centennial, CO

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Job Summary: The Director, Customer Experience\/Operational Employee Communications oversees, develops, and executes employee- and operational-centric communication programs and content that align with business strategies and operations and drive employee understanding, engagement, and performance. This role serves as the Customer Experience employee experience communications lead for Comcast's West Division. The individual in this role is responsible for developing and executing Employee Communications and Engagement activities in support of strategic business priorities, specifically initiatives that further our customer experience transformation. This Director partners with Senior Executives and Leaders, as well as Communicators company-wide, to drive and integrate communications strategies across the business. This role also serves as a lead employee experience communications consultant to frontline organizations that work most closely with Comcast customers. The position oversees a team of Managers and Specialists who collaborate with other business and functional leaders to provide operational employee communications counsel and strategy, support their business and operational objectives, and develop and manage communications targeted and customized to our crucial, customer-facing employees. Responsibilities include collaborating with West Division and Regional groups as well as Headquarter and other Divisional groups to manage knowledge and utility tool(s) frontline employees use to perform their day-to-day jobs, including the back-end and front-end, user interface of these tool(s). Controls cost to help attain profit objectives. He\/she will be a key contributor in a fast-paced, complex and constantly changing environment. He\/she will lead teams or projects, leveraging communications expertise-or be part of cross-functional teams established to implement major, new initiatives. The ideal candidate achieves success through strategic business acumen and planning; exceptional written and verbal communications; unique, creative, and streamlined communication approaches; an eye for detail that ensures flawless execution; fearlessness about working with new technologies and new ideas; and the ability to inspire confidence, manage through influence, and build strong, trusting relationships. Primary Responsibilities: - Develops and executes strategic employee communications and engagement plans designed to support key business and operational objectives, long-term goals, and projects related to the company's customer experience transformation. - Acts as key liaison to Senior Executives and Leaders within the West Division and Regional groups as well as Headquarter and other Divisional groups to ensure awareness and understanding of employee-facing communications strategies, plans, tools and resources, etc. - Partners with Division, Region, Business Unit and Functional Communicators to ensure alignment across the company and the timely and effective dissemination of Customer Experience and Operational messaging and materials to employees. - Drafts internal announcements and content specific to customer experience and operational initiatives and progress; writes effectively and with appropriate tone for internal audiences. - In partnership with other Communicators, project manages and executes employee events and activities specific to customer experience initiatives. - Strengthens and develops new strategies for the use of data and analytics to assess the effectiveness of our customer experience communications and employee engagement efforts. Utilizes results to refine and improve ongoing tactics and\/or to identify opportunities to implement new communications methodologies. - Provides guidance and leadership within teams or projects\/initiatives; Leads teams and projects that involve cross-functional partners as necessary. - Manages consultants\/contracted resources as needed, including creative agencies, event planning firms, graphic designers, etc. - Keeps communications fresh, creative, and engaging; regularly develops and explores new ideas and strategies, such as social forums and platforms. - Acts as a Change Management agent and ensures communication and knowledge management initiatives and programs are flawlessly implemented and executed - Responsible for the management of multiple direct reports. - Develops, trains, and manages staff in day-to-day operations; develops and delivers performance reviews Core Responsibilities: - Develops and oversees Employee Communications initiatives designed to support key business objectives, long-term goals, and projects. - Oversees the development of broad-based Employee Communications tools with the Manager of Communications, providing employees with messaging and industry\/competitive context for all key business initiatives. - Establishes company best practices and tools for communications and persistently researches new industry tools and practices. - Writes, edits, and directs company-wide communications. - Works directly with individual systems and functional areas to build awareness and use of corporate communications vehicles. - Develops, mentors, and oversees staff. Participates in training and performance reviews. - 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) as necessary. - Other duties and responsibilities as assigned. Job Specification: - Bachelor's Degree or Equivalent - Generally requires 10 years related experience Additional Requirements: - Proven management skills - Demonstrated ability to develop effective partnerships across the organization at all levels. - Ability to write quickly; distilling complex concepts into key messages is critical in a fast-paced environment. - Proven expertise in both written and verbal communications, technical knowledge and writing experience preferred - Can manage and edit communication messages and tailor as needed for various audiences - Excellent verbal communication and interpersonal skills. - Experience in or with change management initiatives. - History of proven collaboration, facilitative skills and business partnerships - Self-starter: Self-motivated with the ability to prioritize multiple tasks and projects and flexibly adapt to changes in our operations\/operational environment - Excellent customer service orientation and problem-solving\/negotiation skills - Ability to work quickly and efficiently against tight timelines without sacrificing attention to detail Comcast is an EOE\/Veterans\/Disabled\/LGBT employer

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Company Profile
Comcast Corporation operates as a media and technology company worldwide. It operates through Cable Communications, Cable Networks, Broadcast Television, Filmed Entertainment, and Theme Parks segments. The Cable Communications segment offers video, high-speed Internet, and voice services to residential and business customers under the XFINITY brand name. This segment also provides business services, such as cellular backhaul services to mobile network operators; Ethernet network services; and online advertising services. The Cable Networks segment operates national cable networks, which provide entertainment, news and information, and sports content; regional sports and news networks; international channels; and cable television production operations, as well as owns digital media properties. The Broadcast Television segment operates NBC and Telemundo broadcast networks, NBC and Telemundo owned local broadcast television stations, and broadcast television production operations, as well as owns digital media properties. The Filmed Entertainment segment produces, acquires, markets, and distributes live-action and animated filmed entertainment under the Universal Pictures, Focus Features, and Illumination names. This segment also develops, produces, and licenses stage plays, as well as owns digital media properties. The Theme Parks segment operates theme parks; studios; Island of adventures; and a dining, retail, and entertainment complex. Comcast Corporation was founded in 1963 and is headquartered in Philadelphia, Pennsylvania.

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