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.
