Jennifer Labs 

Comcast

Jennifer Labs is Vice President of Customer Service Strategy and Operations for Customer Experience at Comcast Cable.  In this role, she is responsible for the customer care strategy, user experience, governance and business operations for all national call center applications used daily by more than 50,000 frontline employees.  Additionally, she is responsible for Comcast’s Knowledge Management strategy and business operations including publishing of all employee-facing content.  Most recently, Jennifer lead the national development and deployment of a new enterprise-wide call center application, Einstein, which won the prestigious SQM Group’s 2013 Best Practice Award for Knowledge Management Tools. She is now leading Comcast’s unified enterprise application strategy to deliver one common user experience and interface for all customer-facing employees.

Since joining Comcast in 2006, Jennifer has held a variety of roles including Senior Director of Strategic Deployment and Delivery for both Comcast Enterprise Technology (now NETO Systems Engineering) and National Customer Operations.  In that role, she helped to implement several enterprise transformational programs such as a new, internally developed Amdocs-based sales and order entry call center application, a back office provisioning improvement program and a new online sales and ordering system for Comcast.com. Jennifer was also Director of Operations for Comcast’s Wireless Business Unit both launching and unwinding Pivot, Comcast’s first wireless joint venture (with Sprint and other MSOs). 

Before joining Comcast, Jennifer worked for SBC Communications (now AT&T) for more than six years where she held various positions in call center operations, strategic planning, product development, sales operations, retention and customer experience.  She began her career in Public Relations, where she held roles in media relations and technical writing.

A native of Ocean City, NJ, Jennifer earned her Bachelor of Arts from the University of Arizona in Interdisciplinary Studies: Communications, Psychology and Spanish. She also attended San Diego State University, earning her Master of Business Administration in Marketing.  An active member of Women in Cable Telecommunications (WICT) and the Comcast’s Women’s Network, she is also a graduate of Comcast’s Executive Leadership Forum (ELF) and the Comcast Women in Leadership at Wharton Program.


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