Reporting to the Executive Director of NPS Deployment, frontline NPS Deployment leaders are full-time employees who deliver leadership, coaching and training on the Net Promoter System methods to Comcast's frontline supervisors and select employees. NPS Deployment Leaders will first motivate frontline team members to engage in NPS behaviors and train them in the new processes. NPS Deployment leaders will also support and monitor the sites they've trained particularly in support of frontline supervisors, whose continued commitment to NPS is necessary for effective behavior change to take root at Comcast. NPS Deployment Leaders will be allocated to a specific service channel (e.g., retail, call center, service techs) and geographic region.
Primary Responsibilities
Manages a team of Senior Managers, Deployment (NPS)
Ensures team is regularly trained and refreshed on NPS techniques and best practices.
Manages team logistics and planning in coordination with corporate, division, and regional teams.
NPS Deployment Program Management
Receives and consolidates reporting from NPS sites and coalesces information into tight, clear, and effective program plans and executive presentations.
Ensures elevation process for NPS is effectively implemented across all NPS.The feedback loops both up and down the chain of command for NPS will be critical for NPS success.
Coordinate and lead training/coaching for supervisors & some frontline employees
Motivate frontline workers at many sites to alter their behaviors and make Comcast more customer-centric
Train employees in new NPS behaviors including customer call-backs, huddles, filling out surveys of employee NPS, and any locally identified new behaviors
Inspire frontline supervisors to take full ownership of NPS both as a metric and as a practice
Train supervisors in key NPS behaviors, including follow-up calls to customers, running effective huddles, best practices for giving actionable feedback and how to institute behavior change
Coach supervisors once through NPS tasks; monitor progress, offer feedback and support
Executing these tasks will require the trainer to become expert in all NPS practices and methods
Serve as a bridge between Comcast's central NPS team and local site leadership
Work directly with site leadership to ensure that all necessary resources are available
Maintain alignment with NPS goals among site leadership
Communicate progress of rollout back to central team
Identify and escalate any obstacles to NPS adoption
Be willing and able tackle local issues on-site & refer complicated matters to the central team
Support NPS scaling across regions and self-directed site training for limited NPS process rollout
Implement unique rollout plans that differ based upon the size, region and channel
Required Knowledge, Skills And Experience
BA/BS in Professional Communication, Business or a related subject, or 7 plus years' experience in related field
Demonstrated ability to manage processes
Previous experience teaching or working as a trainer
Willing to travel "75%
An Ideal Candidate
Is a proactive self-starter and is detail-oriented
Has strong verbal and written communication skills
Is able to build relationships with people of all backgrounds and at all levels of an organization quickly
Is an inspiring and effective coach
Can quickly understand and navigate new organizations
Embraces change, adapts to shifting environments, and generates solutions to problems quickly
Enjoys traveling (including driving) and meeting new people
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