Steve Hackley serves as the Senior Vice President of Comcast Business for the Northeast Division. In this role, he is the senior executive responsible for developing, facilitating and implementing strategies aimed at aggressively growing Comcast Business across the Northeast Division.
A recognized leader in the area of customer service innovation, Steve has nearly 20 years of experience in senior customer service and operations roles with Comcast and its predecessor companies Continental Cablevision, MediaOne and AT&T Broadband, as well as with financial services companies Fidelity Investments and Allmerica Financial. Steve previously served as Senior Vice President of Comcast’s Greater Boston Region, where he was responsible for the customer experience of more than 1.8 million Comcast customers in more than 300 communities in Massachusetts, New Hampshire and Maine.
In 2008, Steve was selected to serve on an executive committee focused on improving the overall Comcast customer experience, and today he is helping lead the way forward for the company by modeling advanced technologies and new service protocols in support of customers. Steve is also one of the architects of the Comcast Customer Guarantee, which affirms the company’s commitment to provide a superior customer experience and informs customers what they can and should expect from Comcast, including their rights if the company doesn’t live up to their expectations, such as a 30-day money back guarantee on all products and services. In addition to new customer service initiatives, Steve’s Greater Boston Region has served as an early test bed for product innovations like wideband Internet speeds for homes and businesses, industry-leading expansion of high-definition and multi-cultural programming and the national pilot of Comcast’s Digital Video Recorder with TiVo service.
Before joining Comcast in 2002, he served as Vice President of Customer Care Operations for AT&T Broadband’s Atlanta Region. In that role, he managed all customer interactions and implemented a new service model that resulted in a significant increase in customer satisfaction. At Fidelity Investments, Steve worked on the system that first enabled Fidelity investors to directly manage their investments online. And as Allmerica’s first Chief Customer Officer, he designed and implemented the company’s first proactive service model.
Steve earned a bachelor’s degree in Economics with a minor in Marketing from the University of Rochester. He also holds a master’s degree in Business Administration with a concentration on Operations and Strategic Management from the Carroll School of Management at Boston College. He recently completed the Cable and Telecommunications Association for Marketing’s Executive Management Program at Harvard Business School. He is a member of the Board of Directors of the Heritage United Way of New Hampshire and recently received the Industry Leader of the Year Award from Women in Cable Telecommunications’ New England Chapter of which he is also a member. Steve resides in Westford, Massachusetts with his wife and two daughters.