Comcast Careers

Social Media Director

Tucson, AZ
Customer Care (Customer Care - Call Center)

Job Description

Business Unit:

The Digital Care team has a rare opportunity for a leader to help build our newly-created dedicated social media Digital Care messenger team based in Tucson. Are you a creative, energetic, organized, detail-focused social media expert? Bring your talent to our team to help us build on a strong social media foundation and lead this new department with creativity and energy.


  • Lead & expand Comcast Social Media Digital Care Team to meet growing customer needsacross multiple channels including Facebook messenger, twitter, Facebook, Nextdoor, and other social channels
  • Introduce innovative technology into the space for exceptional social customer experience to improve our Net Promoter Score and increase response time when resolving customer issues
  • Executive strategic alignment & focus with all Social Media Digital Care teams that touch the social processes (social media operations, social media marketing, and social media customer advocacy teams)
  • Assist with annual budget preparation and business planning and ensure that the department operates within budget throughout the year
  • Work cross-functionally with various departments to communicate, organize and execute strategies
  • Developed & implemented meaningful & actionable social sentiment reporting to drive change to business process; brand sentiment
  • Reviewed, selected, designed and launched new social channels for the Digital Care social Customer Support team; improving channel efficiency
  • Implemented new content concepts & technology for Digital Care Support and Facebook Messenger teams to simplify and improve efficiency for the overall channels and resolution improvement
  • Support quality assurance transformation strategy for the team ensuring full ownership and follow-up during social engagement
  • Exhibit adaptation and evangelize of Digital Care 3 pillars: Aggressive Transparency, Extreme Ownership and Accountability


  • Bachelor's Degree or equivalent
  • Generally requires 10 plus years of related experience in customer service, customer strategy, social media, analytics, or metrics & reporting
  • Experience using and working with social media listening tools such as Lithium a plus
  • Experience in a customer service setting such as a call center is a plus
  • Understanding of customer service and social media trends

Comcast is an EOE/Veterans/Disabled/LGBT employer