Senior Director, Account Management
NBCUniversal
full-time
Posted on:
Location Type: Hybrid
Location: Philadelphia • California • Florida • United States
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Salary
💰 $143,372 - $268,824 per year
Job Level
About the role
- 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).
Requirements
- 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
- Must be willing to travel up to 30% + domestically and internationally as needed
- Must be proficient in Microsoft Office tools, including Word, Excel, and PowerPoint.
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementbudget managementaccount managementretention strategiessales growth strategiesmetrics analysisstrategic planning
Soft Skills
leadershipcross-functional collaborationorganizational skillsanalytical skillspresentation skillsprofessionalismintegritytrust