Susan L. Reinhold
Regional Vice President of Operations
Comcast, South Florida
Turn on the television in South Florida and you’ll probably see evidence of Susan L. Reinhold’s leadership. Reinhold is vice president of operations for telecommunications and cable-television company Comcast’s South Florida region, which serves more than a million customers. In that role, she focuses on developing operational efficiencies that improve customers’ overall experience with the company. Under her direction, Reinhold’s department of more than 850 staff members has engineered and optimized network services to support all of the company’s products and processes. In addition, its work has increased the South Florida region’s revenue, employee- and customer-satisfaction, and technology-upgrade performance against its goals. Her philosophy of success revolves around creating teams focused on a common goal, while providing team members opportunities for personal growth and development.
From the time a customer speaks with an account executive to the point at which a technician completes a job at a customer’s home, service is Reinhold’s No. 1 priority. She has designed and implemented several initiatives within the company to ensure that staff in all departments become familiar with new technologies and can pass their information to Comcast customers. She also developed rapid action plans after four hurricanes hit Florida within a year’s time, assembling a national team to restore normal service to more than 60,000 customers. For those efforts, Reinhold and her team received the Comcast National Circle of Success Award.
Reinhold’s first engineering experience occurred when she was about 12. After the family’s lawnmower broke, she took it apart — although she’s not sure if she put it back together again. She went on to earn a bachelor’s degree in engineering mechanics in 1979 and took her first job with Wisconsin Bell as a radio engineer, designing microwave radio systems for voice communications. When Ameritech took over the Midwest “Bells,” Reinhold stayed on, holding progressively more responsible engineering, operations and leadership roles. After completing UW-Madison’s executive MBA program, she left in 1996 to join Comcast. Reinhold worked first as vice president of engineering for Comcast’s Southeast Florida region, then moved to a position as vice president and general manager of the company’s Montgomery County, Maryland, office before assuming her current role in 2003.
A Kenosha native, Reinhold and her husband, Mark, have two daughters: Stephanie and Michelle. In her free time, Reinhold enjoys short-distance running, water sports and boating with her family on their 30-foot Sundancer, The Happy Hour.