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Job Details


Comcast Corporation

Manager, Customer Product Comms

Telecommunications

All

Full Time

On Site

No

Philadelphia, Pennsylvania, United States

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Manager, Product Service Communications acts as a strategic member of the Customer Service Communications team. They will lead the development and execution of customer communications plans in support of Xfinity Mobile, Voice, and TV. These service-related communications will include triggered and ad hoc tactics for both planned and unplanned events. This role requires a high degree of collaboration with many senior-level stakeholders from across the organization, including legal, product, base management, Martech, TPX, care, program management, and digital, among others, as well as outside vendors.

Job Description

Are you...

  • Able to navigate complex and nuanced situations to drive the best customer experience?
  • Very detail oriented yet able to see the big picture?
  • A strong writer who is able to translate technical issues and enhancements into customer-friendly language?
  • A true collaborator who is willing to dig in with colleagues and teammates to solve a problem?
  • Self-motivated to understand new platforms and data sources, dive into customer feedback, and dissect customer touch points and journeys to identify where there may be opportunity for improvement?

Core Responsibilities

  • Lead all service-related communications – from initial strategy to final execution and results sharing – to our existing customer base regarding their Xfinity Mobile, TV and/or Voice services. This includes development of omni-channel campaigns, including tactics such as email, SMS, digital, in-product, and direct mail.
  • Work with business owners and technology teams to launch new automated customer journeys as needed, for all supported products but particularly for Xfinity Mobile.
  • Constantly analyze campaign results and recommend test and learn opportunities to optimize communications plans.
  • Proactively bring fresh ideas to Sr. Director, Customer Service Communications and leadership teams.
  • Drive alignment for a consistent experience across all appropriate customer facing channels, including help & support communications.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Other duties and responsibilities as assigned.

Key Competencies Include

To be successful in this role, the candidate must:

  • Be a strong writer and proofreader who can translate technical information into customer-friendly language.
  • Keep the customer experience at the forefront of everything they do.
  • Be able to collaborate with cross-functional partners and have excellent relationship management skills.
  • Be able to pivot with the shifting priorities of the company.
  • Be able to create and provide analysis for executive summaries and readouts, and present to senior leadership.
  • Embrace opportunities to continually learn more, understand data, and its implications.

Employees at all levels are expected to:

  • Understand our Operating Principles; make them the guidelines for how you do your job.
  • Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
  • Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
  • Win as a team - make big things happen by working together and being open to new ideas.
  • Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
  • Drive results and growth.
  • Respect and promote inclusion & diversity.
  • Do what's right for each other, our customers, investors and our communities.

Disclaimer:

  • This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the [Register to View] on our careers site for more details.