Much heralded Comcast senior vice president of customer service and Comcast University Suzanne Keenan has been promoted to the newly created position of senior vice president of cable human resources and Comcast University, the company said.
Taking her place as the cable company’s top customer service executive is Rick Germano, as senior vice president of customer operations. Germano had been regional senior vice president for Northern California.
Keenan reports to Comcast corporate vice president of human resources Charisse Lillie. Germano reports to cable executive vice president of operations Dave Watson. Both started their new jobs last week.
Comcast senior director of communications Jenni Moyer said that as the company has grown – it has about 75,000 cable employees and 15,000 content division employees across the country – the cable operator decided to create the position to accommodate that growth.
“If you look at how the company has grown, particularly over the last few years both in the number of employees and the types of products and services that we’re offering, Suzanne brings a tremendous amount of experience and understanding of the day-to-day lives of our front line employees which will be incredibly beneficial in this newly created role,” Moyer said.
Moyer added that Germano’s promotion also is an opportunity for Comcast to take fuller advantage of his 20 years experience with the company. Germano, who had most recently been responsible for field operations in Comcast’s Northern California systems – Moyer said he was also key in the integration of the former AT&T Broadband systems in that region – now has expanded responsibility for customer service operations nationwide.
Keenan’s new duties include recruitment, organizational development, performance management and employee recognition within Comcast’s cable operations. She also is responsible for learning and development for Comcast University, the company’s professional training and development program which offers educational offerings for more than 87,000 employees.
Keenan received the Woman to Watch Accolade from the Women in Cable and Telecommunications Foundation (WICT) in 2004 and was named a Multichannel News and WICT Wonder Woman in 2005.