Joy Park is the Vice President of Outsourcing Strategy and Support & eCare at Comcast. In this role, she is responsible for customer service strategy and operations specifically around outsourcing strategy, vendor management, contracts management, capacity management, training and quality. Joy has most recently taken on additional responsibility to lead the strategy and operations of Comcast eCare channel. Her team supports over 24,000 FTEs across 10 countries with 15 vendors. When she joined Comcast in 2012, she was responsible for outsourcing vendor management transformation through contract renegotiations by capturing savings of $45MM annually and creating a partnership governance model to manage all the outsourced vendors, where Comcast spends over $750MM annually. Joy also created and led a Voice of the Customer Tiger Team, which significantly improved overall customer service performance in the outsourcing space.
Prior to joining Comcast, Joy served as the Vice President of Strategic Business Development and Client Management at Aegis Communications Group for over 4 years where she was primarily responsible for the company’s M&A deals and also managed a number of strategic clients, including AOL, American Express, Expedia and more. She also previously worked at AOL for over 5 years where she held various positions both in Business Development and Member Services organizations. She served as a contracts expert in leading many of the deals for Member Services, including the divestiture deals where AOL sold their Philippines and India operations. Joy started her career in the telecommunications industry and worked in operations, network design engineering, finance and contract management and worked for companies like Qwest, BBO and Masergy Communications.
Joy is a graduate of Virginia Polytechnic Institute and State University with a double major in Bachelor of Science in Management and Bachelor of Arts in Psychology. She has also earned a Masters in Telecommunications from George Washington University. Joy resides in Washington metro area with her husband and two children.