Speaker

Joy Park, Comcast

Vice President of Outsourcing Strategy and Support

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Speaking Session: CX Council, Invite Only: Beyond the Scorecard: How Contact Center QA is Evolving

Joy Park is the Vice President of Outsourcing Strategy and Support at Comcast for both Care Call Center and Technical Operations. In this role, she is responsible for customer service strategy and operations specifically around outsourcing strategy, vendor management, contracts management, capacity management, training, quality, communication, and third party audit and compliance. She has most recently taken on additional responsibilities to manage Tech Ops contractor strategy and management. Joy has also led the strategy and operations of Comcast eCare channel in past at Comcast. Her team supports over 20,000 FTEs across 10 countries with over dozen business vendors for Care and over 6,000 FTEs for Technical Operations.

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 is also a graduate of Betsy Magnus Institute of Leadership and have also received Women’s Executive Leadership certification at Wharton, UPenn in 2015 and CTAM executive certification at Harvard Business School in 2018.

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