Leisha M. Moss
Centennial
Summary
Dynamic leader with a proven track record at Comcast, excelling in vendor management and cross-functional collaboration. Spearheaded onboarding enhancements, reducing training time by 10 days, while achieving over 90% coaching compliance. Adept at strategic thinking and performance management, driving operational excellence and fostering impactful employee experiences.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sr Manager, Shared Services 3rd Party Management (GIG)
Comcast
04.2025 - Current
- Conducted vendor evaluations to select vendors for procurement supporting call center operations.
- Oversee relationships with Business Partner sales training teams to ensure timely LMS completion. Define training requirements for existing onboarding activities and new projects.
- Facilitated collaboration between Business Partner Sales teams and other Comcast organizations for new hire and expanded team launches.
- Aligned supplier and Comcast on compliance with contract terms, conditions, commitments, and notifications.
- Impact: Training Audit & Standardization: Conducted a comprehensive audit of BP Sales training content (IBS, OBTM, Chat), identifying inconsistencies and aligning materials to Comcast standards. Influenced SOW updates to enforce content compliance.
- Onboarding Transformation: Spearheaded enterprise-wide onboarding enhancements, reducing Sales new hire training by 10 days and integrating facilitator guides to accelerate proficiency and unify customer experience. Preparing BP Sales partners for new, consistent training curriculum.
- OPA Compliance & Reporting: Designed and delivered monthly training compliance reports, achieving 95%+ adherence across partners and improved data frameworks.
Sr Manager, Coaching Tools Strategy & Engagement (Headquarters)
Comcast
04.2023 - Current
- Led strategy for coaching tools, defined product requirements, and established priorities to enhance employee engagement and experience.
- Drove Business Requirements for 11 enhancements in myPerformance that supported achievement of a 53pt pNPS score.
- Impact: Standardized myPerformance across 30k users, reducing enhancement completion cycles and driving tool efficiencies.
- Managed tool and coaching program through content design, configuration, testing, launch planning, communications, change management, and learning development.
- Partner with cross-functional teams to ensure coaching tools support business unit and company priorities using qualitative and quantitative research.
Sr Customer Experience Quality Tools & Coaching Mgr (West Division)
Comcast
05.2020 - 04.2023
- Achieved pNPS of 51% for myPerformance Coaching tool, supporting 30k employees.
- Directed coaching effectiveness and tool adoption, enhancing performance across business units.
- Impact: Exceeded division goals for team coaching and performance improvement.
- Led a team of 11 managers to drive exceptional employee experience and development.
- Managed program enhancements, testing, launch planning, and change management to improve learning development.
ULearn Learning Engagement Gig (NED)
Comcast
06.2021 - 08.2021
- Curated content for learning experiences and designed leadership champion program, increasing engagement and participation among leaders.
- Developed scalable approach for leaders to enhance learning skills and support team development, fostering a culture of continuous improvement.
- Impact: 45% DE&I participation and 51% of leaders engaged in continuous learning.
Sr COACH Program Manager (West Division)
Comcast
11.2017 - 05.2020
- Managed C.O.A.C.H program across multiple business units to enhance coaching effectiveness.
- Directed development of tools and training programs to support metric improvement through adoption initiatives.
- Impact: Achieved over 90% coaching session compliance for agents and technicians.
Sr NPS Deployment Manager (West Division)
Comcast
03.2016 - 11.2017
- Deployed Net Promoter System (NPS) to 27k employees, transforming organizational culture.
- Exceeded NPS improvement goals with 13-point increase within 12 months.
- Led deployment projects for new technology installations across multiple regions.
- Coordinated cross-functional teams to ensure timely project execution and compliance.
- Managed vendor relationships to optimize resources and support deployment activities.
Sr Regional Marketing Operations Manager (MWR)
Comcast
05.2011 - 03.2016
- Led team of managers and analysts in marketing operations, using data-driven analysis to enhance performance and meet objectives.
- Exceeded RGU and revenue objectives, contributing to increased customer satisfaction.
- Developed marketing automation strategies to enhance campaign efficiency.
- Managed cross-functional team collaboration for project execution and alignment.
- Analyzed market trends to inform strategic marketing decisions and initiatives.
Education
Bachelor of Arts -
Fort Hays State University
Skills
- Vendor management
- Risk management
- Operational excellence
- Change management
- Cross-functional leadership
- Strategic thinking
- Performance management
- Analytical skills
- Communication skills
Certification
- Prosci Change Management Certified
- Entelechy Certified Coach
Accomplishments
West Division Pinnacle Award - Customer Experience & Customer Operations
Timeline
Sr Manager, Shared Services 3rd Party Management (GIG)
Comcast
04.2025 - Current
Sr Manager, Coaching Tools Strategy & Engagement (Headquarters)
Comcast
04.2023 - Current
ULearn Learning Engagement Gig (NED)
Comcast
06.2021 - 08.2021
Sr Customer Experience Quality Tools & Coaching Mgr (West Division)
Comcast
05.2020 - 04.2023
Sr COACH Program Manager (West Division)
Comcast
11.2017 - 05.2020
Sr NPS Deployment Manager (West Division)
Comcast
03.2016 - 11.2017
Sr Regional Marketing Operations Manager (MWR)
Comcast
05.2011 - 03.2016
Bachelor of Arts -
Fort Hays State University