Werner’s Comcast fiefdom streamlines and expands with addition of customer service and experience units

Comcast’s Tony Werner (Comcast)
The cable MSO's customer service and customer experience teams will report to division chief Tony Werner. Image: Comcast

Comcast has reorganized its executive structure, placing its Customer Experience and Customer Service teams under the guidance of the Technology and Products unit headed by division President Tony Werner. 

This was reported by Multichannel News, which obtained a memo sent out by Werner’s office last month. A Comcast rep confirmed to FierceCable that the report is accurate. 

The moves follow the surprise departure last month of Comcast CTO Sree Kotay, who abruptly left the company last month for what were vaguely described as personal reasons. The consolidation of power under Werner comes a year after the MSO’s top technologist was promoted into the top Technology and Products post. 

“We are making these changes consistent with the guiding principles that have served us well—to move faster, minimize hand offs, reduce overlap and provide clear authority and accountability,” Werner reportedly said in the memo.

RELATED: Comcast CTO Kotay out at cable company

The memo spelled out a rather complex reporting structure in which multiple reports now funnel through Charlie Herrin, chief customer experience officer, who in turn reports to Werner. 

Tom Karinshak, chief customer service officer, and his team will be answerable directly to Herrin, as will the unit headed by Ed Marchetti, senior VP of technical operations. Also reporting to Herrin will be Comcast Systems Engineering, now led by Rick Rioboli, who has been promoted to chief information officer. 

According to the memo, incumbent CIO Scott Alcott is leaving the company. 

Other moves include the movement of Anthony Troy, VP of program delivery, to the product division headed by former Nike and Microsoft executive Chris Satchell. 

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