Bill Colón: Driving Customer Service through DE&I

As Vice President of Repair Business Partner Operations, Customer Experience Strategy & Operations (CXSO), Bill Colón leads a global network of frontline customer service representatives. As a proud Puerto Rican, he is passionate about shaping Comcast’s culture and advancing the company’s diversity, equity, and inclusion (DE&I) initiatives. Learn more about Bill in the interview below.

How does it feel to be approaching a decade at Comcast?

Honestly, it feels incredible. I joined the organization in December of 2015, and unlike the typical three to five-year stints at most companies, where you change roles periodically, I’ve been extremely fortunate to have been with Comcast for nearly a decade.

The culture at Comcast has allowed me to bring all the things I'm passionate about into my work and it’s proven to be a company that has cared for me both personally and professionally. It’s incredibly special to feel like you belong to a company where you know you’re valued, and that value ties to the differences you get to bring to the role.

What are you focused on in your role as VP, Business Partner Repair Operations?

I oversee a global network of frontline employees who represent the organization through voice and chat interactions with our customers. The team is a powerhouse – they ensure excellent customer service and resolve issues promptly. We’re known as the “fixers;” and as a service and sales function, we have a sizable impact on the performance of the company and how our customers perceive us.

What diversity initiatives have you been involved in at Comcast?

Diversity and inclusion have been an essential part of my journey, even before I joined Comcast. When I joined the company, I had the opportunity to stand up the Unidos Employee Resource Group (ERG) chapter in the Keystone Region. I’m also proud that I helped to launch the local Black Employee Network (BEN) ERG. I later moved to the Greater Boston Region, where I carried my passion for DE&I with me and led a local Unidos chapter and became a Senior Advisor, before serving on the Unidos National Advisory Council. In 2020, I joined Comcast’s National DE&I Advisory Council and the People & Culture Committee to help guide the company’s commitments to DE&I.

I’m also a proud alumnus of Comcast’s first cohort of EXCEL, a professional development program that brings together leaders from across the company to share their experiences.

How have you seen Comcast’s commitment to DE&I evolve over the years?

It’s been encouraging to see the organization deepen its commitment to DE&I through the actions we take in our community and the investments we make in a multitude of programs. The fact that we have these amazing, structured ERGs for employees to be a part of, and something as foundational as how we’ve established DE&I advisory councils ... all of this has been extraordinarily influential and pivotal and truly demonstrates how Comcast prioritizes its people and culture.

I've seen some amazing transformations over the years, and in my mind, there is no question about the company’s ability to provide value to shareholders, customers and the community.

Are there any challenges you've faced in your career that have impacted the way you show up?

At several points in my career, I have been the “lonely only” in the room. Being the only person of color can pose challenges, especially in navigating traditional perceptions such as executive presence. So, when I see another “only” in a room, I often gravitate towards them and share the lessons I’ve learned.

Today, many C-suites look different from when I first started my career, and that brings me joy and hope for my community.

Is there anything else you would like people to know about you as a leader?

Comcast’s inclusive culture has allowed me to embrace my authentic self and bring my unique perspectives to the table. As a leader I am deeply passionate about people and fostering diversity of thought. I believe in the power of diverse experiences to drive innovation and success within an organization.