Director, Spanish Language Experience

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

The Director, Spanish Language Experience is responsible for defining and leading a multi year strategy that delivers a best in class, end to end Spanish language customer experience across sales, service, digital, and product touchpoints. This role serves as a subject matter expert and enterprise advocate for Spanish language customers, driving assessment, measurement, and execution of experience improvements across a complex, matrixed organization. This leader partners closely with Marketing, Product, Digital, Customer Service, Analytics, and Sales teams to ensure Spanish language customer needs are embedded in business planning, CX transformation efforts, and future roadmaps.

Job Description

Core Responsibilities

• Leads the development and execution of a multi‑year Spanish‑language customer experience (CX) roadmap designed to improve satisfaction, accessibility, and business outcomes.
• Conducts comprehensive end‑to‑end assessments of Spanish‑language experiences across the customer lifecycle, including sales, onboarding, service, billing, retention, and renewals.
• Evaluates Spanish‑language customer journeys across call centers, retail, and digital channels to identify friction points, performance gaps, and opportunities to improve CSAT, NPS, and conversion.
• Serves as the subject matter expert and liaison to Product, Digital, Customer Care, Sales, Brand, and Analytics teams on all Spanish‑language experience initiatives.
• Partners with insights and analytics teams to define and implement a Spanish‑language CX competitive scorecard, including industry benchmarking, performance tracking, and gap analysis.
• Defines what “best‑in‑class” Spanish‑language experience looks like and ensures alignment across brand, service, and product execution.
• Identifies, prioritizes, and sequences high‑impact CX improvements and ensures Spanish‑language needs are represented in future CX and product roadmaps.
• Influences enterprise stakeholders and drives execution through the GTM process and established operating rhythms without direct authority.
• Builds strong cross‑functional relationships across headquarters, regions, and partner teams to drive alignment and adoption.
• Acts as an enterprise advocate for multicultural growth, ensuring Spanish‑language audiences are consistently represented in planning, strategy, and decision‑making.
• Communicates insights, recommendations, and progress updates to senior leaders and cross‑functional partners to drive alignment and buy‑in.
• 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) and overtime 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.

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.

Skills:

Customer Experience Measurement; Data-Driven Decision Making; Cross-Functional Leadership; Program Optimization; Spanish Language; Customer Experience Strategy

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and 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.

Relevant Work Experience

10 Years +