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Job Summary
This role is responsible for leading the planning, operationalization, and go-to-market execution of Shield Core Services across Comcast’s connected home and smart security ecosystem. The Director will oversee service roadmap planning, customer tiering and packaging strategies, release coordination, and cross-functional execution for Shield offerings focused on home security experiences, digital protection services, and intelligent connected home solutions.
This leader will help shape the evolution of Shield services by identifying opportunities to deliver smarter, more proactive, and AI-enabled customer experiences that enhance security, automation, and peace of mind within the connected home. The role will partner closely with Product, Technology, Operations, Customer Experience, Marketing, Care, and Sales organizations to ensure Shield Core Services are effectively developed, launched, and optimized to support customer adoption, operational excellence, and long-term business growth.
The ideal candidate combines strategic thinking with operational execution and has experience managing complex service ecosystems, customer-facing launches, and cross-functional planning initiatives within highly matrixed organizations.
Job Description
Core Responsibilities:
- Lead planning, operationalization, and go-to-market execution for Shield Core Services across connected home and smart security experiences
- Drive service roadmap planning, release coordination, customer tiering, and packaging strategies for Shield offerings and integrations
- Identify opportunities to enhance customer experiences through intelligent, proactive, and AI-enabled smart security and home security solutions
- Partner cross-functionally with Product, Technology, Operations, Customer Experience, Marketing, Care, and Sales teams to support successful service delivery and execution
- Responsible for development of business cases, operational plans, and executive-level strategic recommendations for core service initiatives
- Evaluate customer insights, market trends, operational performance, and competitive dynamics to inform service evolution and growth opportunities
- Ensure operational readiness and organizational alignment for new service launches, feature rollouts, and ecosystem integrations
- Lead, mentor, and develop team members while fostering collaboration and accountability across a highly matrixed organization
- 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.
Minimum Qualifications
- Master’s Degree, MBA preferred, or equivalent experience
- Generally requires 10 years of related experience
- Experience leading product, platform, service delivery, or go-to-market strategy initiatives
- Strong strategic thinking, operational planning, and cross-functional leadership capabilities
- Proven ability to influence executive stakeholders and drive alignment across highly matrixed organizations
- Experience developing business cases, operational models, and executive communications
- Strong analytical, organizational, and problem-solving skills
- Familiarity with connected home technologies, smart security solutions, digital services, or consumer technology ecosystems preferred
- Experience leading customer-facing launches, service operations, or lifecycle management initiatives preferred
- Excellent communication, collaboration, and team leadership skills
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
Connected Home, Cross-Functional Partnerships, Customer Value Proposition, Go to Market (GTM), Go-to-Market Strategies, Leading by Influence
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 (Required)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
10 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.
