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.
Job Summary
Responsible for the overall management of the Credit & Collections department, which includes developing and improving the operational goals of the department. Manages teams of representatives who are responsible for credit, collection, fraud, and/or vendor operations. Handles hiring, training, and development of staff. Responsible for coaching, inspiring, motivating, guiding, and developing a team. Regularly directs the work of at least two or more full-time employees or their equivalent.
Job Description
Primary Responsibilities
- Process Optimization: Analyze, design, and implement process improvements across collections workflows to increase efficiency, reduce costs, and improve customer outcomes.
- Tool & Technology Enablement: Evaluate and recommend tools and platforms that support collections optimization. Partner with IS and vendors to ensure successful implementation and integration.
- KPI Development & Performance Management: Define, track, and refine key performance indicators (KPIs) to measure success across teams, tools, and campaigns. Partner with stakeholders to ensure KPIs align with strategic goals.
- Change Management: Lead change initiatives, including stakeholder engagement, communication planning, training, and adoption strategies to ensure smooth transitions and sustained improvements.
- Implementation of Campaigns, Projects, and Pilots: Collaborate with peers to implement, measure, and optimize collections campaigns. Monitor performance and recommend adjustments to maximize impact. Collaborate cross-functionally to support projects and pilots impacting Credit, Collections & Fraud (CCF).
- Tool & Technology Enablement: Evaluate and recommend tools and platforms that support collections optimization. Partner with IT and vendors to ensure successful implementation and integration.
- Project Planning & Execution: Develop and manage project plans, timelines, and deliverables. Ensure cross-functional alignment and timely execution of strategic initiatives.
Required Qualifications
- Proven experience in collections strategy, operations, or optimization roles.
- Strong analytical skills with experience in KPI development and performance tracking.
- Familiarity with campaign order entry.
- Experience with project management methodologies and tools (e.g., Agile, Jira, Smartsheet).
- Excellent communication and stakeholder engagement skills.
Core Responsibilities
- Reviews collection reports to ascertain the effectiveness of collections tactics and strategies.
- Develops and implements performance metrics for all functions.
- Acts as direct contact with vendors, and collection agencies to manage the overall business relationship.
- Develops, evaluates, and implements performance metrics for functions supervised.
- Measures and analyzes actual performance and implements changes to improve team performance.
- Provides training and education to Supervisors, exempt, and non-exempt employees on metrics and tools to improve financial performance.
- Promotes positive employee relations by fostering a team environment of open communication, approachability and fair and consistent treatment of all employees within a workforce dedicated to inclusion and advocacy of the company.
- Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to team in a positive manner that conveys connection to the business strategy, customers and employees.
- Works cross-functionally with other areas to ensure consistent business operations and vendor processes.
- Prepares activity reports, financial forecasts, and reports required by regulatory agencies.
- Evaluates the effectiveness of current collection and fraud policies and procedures.
- Reviews analysis of activities, costs, and operations; forecasts data to determine department or division progress toward stated goals and objectives.
- Plans and organizes workflow strategy for non-pay and collection procedures.
- Monitors and develops projects and action plans.
- Oversees invoicing from vendor ensuring timely payments and resolution of field issues.
- 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.
Employees at all levels are expected 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.
- Support a culture of inclusion in how you work and lead.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications
Skills
Campaign Strategy Development, Change Management, Collections Management, Collections Operations, Process Improvements, Project Management
We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
Please visit the benefits summary on our careers site for more details.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Certifications (if applicable)
Relevant Work Experience
5-7 Years
Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.