Senior Specialist, Agentic Sales Assist

Senior Specialist, Agentic Sales Assist

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 Senior Specialist, Agentic Sales Assist supports the execution and continuous improvement of Comcast's AI-powered assisted sales enablement program. Working within the Agentic Sales Assist team, this role helps translate enterprise strategy into disciplined execution across sales channels by coordinating priorities, platform activities, stakeholder inputs, analytics, and operational follow-through. This role operates at the intersection of AI-enabled sales technology, sales performance, program operations, and frontline enablement. The Senior Specialist will help maintain the operating rhythms, governance processes, project plans, and performance insights needed to scale HeroAssist and related agent-assist capabilities while ensuring work remains grounded in real agent behaviors and measurable business outcomes.

Why This Role Matters

Supports a highly visible sales transformation that reaches assisted sales teams across Comcast.

Helps turn AI-enabled sales strategy into repeatable processes, deliverables, and measurable improvements.

Connects frontline feedback, platform performance, analytics, and stakeholder priorities to improve the agent experience.

Provides hands-on program support in an environment where standards, governance, and operating rhythms continue to mature.

Training & Onboarding Experience

Because the platform and operating model continue to evolve, onboarding will emphasize hands-on learning and cross-functional immersion:

Orientation to the Agentic Sales Assist strategy, team structure, governance model, and operating principles.

Platform training and hands-on learning with HeroAssist / Cresta capabilities and workflows.

Stakeholder introductions across sales, product, analytics, enablement, operations, and vendor partners.

Project shadowing, working sessions, and frontline observation to build context on agent and leader needs.

Job Description

Core Responsibilities

Program Execution & Governance

• Support execution of the Agentic Sales Assist roadmap, priorities, and phased delivery plans
• Maintain governance artifacts, decision logs, intake processes, action trackers, project plans, and recurring operating cadences.
• Coordinate cross-functional working sessions and ensure decisions, owners, dependencies, and next steps are documented and followed through.
• Help evaluate incoming requests based on business impact, readiness, urgency, dependencies, and cross-channel applicability.
• Exercise independent judgment in organizing work, surfacing risks, and escalating issues that require leadership decisions.
• 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.

Platform & Capability Operations

• Develop working proficiency in the AI-powered sales enablement platform and support day-to-day program operations.
• Coordinate with build/configuration teams and vendor partners on behavior, workflow, reporting, access, defect, and enhancement needs.
• Support validation of new or optimized capabilities by tracking requirements, test evidence, launch readiness, and post-launch follow-up.
• Help maintain platform access, documentation, standards, and operational processes in partnership with appropriate administrators and stakeholders.

Performance, Analytics & Continuous Improvement

• Compile and organize adoption, behavior, platform, and sales performance insights for recurring business reviews.
• Partner with analytics and business teams to translate data and agent feedback into clear findings, recommendations, and follow-up actions.
• Track whether capabilities are firing as intended, being used as intended, and contributing to target business outcomes.
• Identify recurring issues, adoption barriers, quality gaps, and optimization opportunities and route them through the appropriate governance process.
• Support executive and operational reporting with concise summaries of progress, risks, decisions, and measurable impact.

Cross-Channel & Stakeholder Coordination

• Partner with sales channel leaders, enablement, product, analytics, operations, and other cross-functional teams to coordinate implementation and adoption activities.
• Facilitate stakeholder communications, working sessions, and feedback loops that connect frontline experience to program improvements.
• Coordinate with external vendor partners on deliverables, issue resolution, training, platform capabilities, and follow-up actions.
• Manage multiple concurrent workstreams and shifting deadlines while maintaining strong attention to detail and accountability.

Minimum Qualifications

• 57 years of experience in program management, project management, sales operations, enablement, technology operations, analytics, or a related field.
• Strong project-management and organizational skills with the ability to manage multiple workstreams, owners, dependencies, and deadlines.
• Ability to work effectively in a multidimensional, cross-functional environment and influence progress without direct authority.
• Strong analytical and problem-solving skills with the ability to synthesize data, feedback, and operational information into an actionable point of view.
• Excellent written and verbal communication skills, including the ability to create clear executive-ready updates and facilitate working sessions.
• High attention to detail, strong follow-through, and a demonstrated sense of accountability.
• Comfort learning and administering technology platforms, workflows, data, permissions, and business processes.
• Proficiency with Microsoft Office applications, including PowerPoint, Excel, Word, Teams, OneDrive, and SharePoint.

Preferred Skills & Capabilities

• Experience supporting sales, contact center, sales enablement, or frontline operations.
• Understanding of how sales behaviors, coaching, adoption, and agent workflows influence business outcomes.
• Experience with AI-enabled tools, sales technology, conversational intelligence, workflow platforms, or similar capabilities.
• Experience working with analytics, dashboards, performance measurement, or business-insight teams.
• Experience coordinating vendor relationships or technology partners.
• Comfort operating in an evolving environment where processes and playbooks are still being established.

90-Day Success Profile

• A successful Senior Specialist in the first 90 days will be able to:
• Clearly explain the Agentic Sales Assist strategy, operating model, roadmap, and key stakeholder roles.
• Independently use the core enablement platform and navigate the primary program workflows and governance processes.
• Maintain reliable project plans, action tracking, recurring business reviews, and decision documentation.
• Build productive relationships with sales, analytics, enablement, product, operations, and vendor partners.
• Synthesize platform, adoption, performance, and frontline inputs into concise insights and recommended actions.
• Own assigned workstreams from intake through execution, follow-up, and measurable closure.

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.