• Support the Head of National Accounts & Field Reimbursement in developing and implementing strategic access initiatives with payer accounts (Commercial, Medicare, Medicaid) • Assist with the preparation and execution of cross-functional account plans and presentations for payer customers • Lead field reimbursement support for field-based teams’ in specific sales regions post-approval • Partner with Sales to equip team with clear, compliant payer and reimbursement messaging • Coordinate field reimbursement activities and support resources to resolve coverage, coding, and payment issues post-approval • Help organize executive-level payer meetings and follow-up communications across internal stakeholders • Assist with the development and refinement of reimbursement and payer materials, including value dossiers and payer slide decks • Monitor account-level activity and support execution against timeline, performance, and reporting objectives • Track and analyze relevant market trends and policy changes to inform payer strategy execution • Collaborate closely with internal partners to maintain consistent messaging and seamless customer experience • Act as a conduit between the field and leadership by sharing payer insights and competitive intelligence

Role Description The Senior Director of Business Operations will play a critical leadership role, driving operational excellence and ensuring our customers receive consistent, high-quality service. This individual will lead Customer Success, Customer Support, and Implementations, working closely with the CEO and cross-functional leaders to scale processes, improve retention, and support product adoption. This is a high-impact, strategic, and hands-on role for a senior operator who thrives in a fast-growing, customer-centric SaaS environment. Key Responsibilities - Operational Leadership - Lead, mentor, and develop the Customer Success, Customer Support, and Implementations teams. - Establish and refine operational processes to improve service delivery, customer onboarding, and issue resolution. - Set KPIs, track performance, and ensure teams are aligned with company goals. - Foster a culture of accountability, ownership, and continuous improvement. - Customer Success & Retention - Oversee Customer Success strategy to drive renewals, satisfaction, and long-term partnerships. - Implement best-in-class playbooks for onboarding, adoption, upsell readiness, and lifecycle management. - Build strong executive relationships with customers and serve as an escalation point for strategic accounts. - Customer Support Operations - Ensure high-quality, timely, and efficient support delivery with measurable SLAs and customer experience metrics. - Optimize support workflows, tiering, documentation, and knowledge base practices. - Lead initiatives to improve resolution times, reduce ticket volume, and enhance support automation. - Implementations & Project Delivery - Own the end-to-end implementation framework for new customers. - Ensure projects are delivered on time, within scope, and with exceptional customer experience. - Partner with Product and Engineering to address onboarding challenges and streamline integrations. - Cross-Functional Leadership - Collaborate closely with Product, Engineering, and Sales to ensure strong alignment between customer needs and product development. - Inform roadmap decisions with customer insights, usage patterns, and operational trends. - Represent Operations leadership in executive discussions and strategic planning. Qualifications - 5+ years of experience in Operations, Customer Success, or Service Delivery roles within SaaS, travel tech, or enterprise software. - 3+ years of experience managing leaders or multi-disciplinary teams. - Proven success scaling post-sales operations in a high-growth environment. - Strong knowledge of customer lifecycle management, support operations, and implementation methodologies. - Data-driven decision-maker with strong analytical and process-improvement skills. - Excellent communication, executive presence, and relationship-building skills. - Experience working remotely and leading distributed teams. - Travel industry or GDS/automation experience with flights — strong advantage.

Role Description Lead software or digital product delivery across multiple teams, programs, or product areas. - Strong technical program management skills, including roadmap execution, dependency management, risk mitigation, release coordination, and stakeholder communication. - Solid understanding of cloud-native microservice architectures, including API-driven systems, distributed dependencies, release sequencing, resiliency considerations, and operational impacts in production environments. - Partner effectively with Product and Engineering leaders to balance customer value, technical constraints, and delivery commitments. - Lead and develop delivery organizations, including coaching and managing delivery managers, scrum masters, or program leaders. - Strong executive presence and communication skills, with the ability to influence decisions and align stakeholders across functions. Qualifications - High School diploma equivalency with 5 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management OR Associate's degree/Bachelor's degree with 3 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management. Requirements - 10+ years of software product delivery experience, including 5+ years managing teams and experience operating in Agile environments, ideally including SAFe or other scaled delivery models. - Strong technical program management skills, including roadmap execution, dependency management, risk mitigation, release coordination, and stakeholder communication. - Solid understanding of cloud-native microservice architectures, including API-driven systems, distributed dependencies, release sequencing, resiliency considerations, and operational impacts in production environments. - Familiarity with modern software delivery practices, including CI/CD, release governance, observability, and incident management. Benefits - Paid time off (PTO) - Various health insurance options & wellness plans - Retirement benefits including employer match plans - Long-term & short-term disability - Employee assistance programs (EAP) - Parental leave & adoption assistance - Tuition reimbursement - Ways to give back to your community

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what's next. Powered by the nation's largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation's largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. Job Summary The Director, Inside Enterprise Account Management (IEAM) is responsible for setting the strategic vision, direction, and performance standards for the Inside Enterprise Account Management (IEAM) organization supporting existing Comcast Business customers with less than $3,500 in monthly estimated telco spend. This role leads a multi-level organization of IEAM leaders and account management professionals responsible for expanding, retaining, and deepening customer relationships through strategic account planning, solution selling, and disciplined execution. Defines long-term growth strategies, coverage models, sales capacity plans, and operational processes that accelerate revenue growth, improve customer engagement, and deliver a superior customer experience. Partners closely with senior Sales, Finance, Operations, Marketing, Sales Engineering, Legal, Service Assurance, and regional leadership to align priorities, remove barriers, and scale a high-performing national inside sales and account management function. Ensures operational plans are aligned with business objectives, contributes to functional strategy development, and has a broad impact on business results through leadership of managers and professional employees. Job Description Core Responsibilities - Set the strategic direction for the IEAM organization to drive revenue growth, account penetration, retention, and customer satisfaction across assigned Enterprise customer segments. - Lead, coach, and develop a multi-level team of managers and Inside Enterprise Account Managers, building a strong leadership bench and a culture of accountability, performance, inclusion, and continuous improvement. - Establish scalable operating rhythms, performance standards, coaching models, and inspection processes to improve sales execution, funnel management, forecast accuracy, and quota attainment. - Develop and execute customer coverage, segmentation, account assignment, and sales capacity strategies that maximize penetration of existing Enterprise customers with less than $3,500 in monthly telco spend. - Guide managers and teams in building strategic account plans that identify incremental revenue opportunities, protect embedded base services, improve renewal outcomes, and expand multi-product adoption. - Guide managers and teams in building strategic account plans that identify incremental revenue opportunities, protect embedded base services, improve renewal outcomes, and expand multi-product adoption. - Provide strategic leadership for solution selling across Comcast Business products and services, including Broadband, Managed Services, Advanced Voice, Metro Ethernet, security, and other emerging solutions. - Own organizational performance against annual revenue, retention, sales productivity, participation, customer experience, and operational excellence objectives. - Lead long-term planning for quota design, compensation inputs, reporting, tools, process improvements, onboarding, training, and change management required to scale the IEAM model nationally. - Represent the IEAM organization in executive-level discussions, business reviews, and cross-functional planning forums; communicate priorities, risks, opportunities, and results with clarity and influence. - Stay current on competitive trends, customer needs, market dynamics, and emerging technologies to ensure the organization effectively positions Comcast Business solutions in the marketplace. - Consistently exercise independent judgment and discretion in matters of significance. - Maintain regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime as necessary. - Perform 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: Leadership; Sales Funnel Management; Revenue; Sales 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 +