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 Customer Experience Manager sits at the intersection of people, process, tools, and products that provide a world class customer experience. This leadership role leads with a growth mindset and is responsible for coaching, inspiring, motivating, guiding, and developing a team of customer experience supervisors focused on providing superior service to our valued and loyal customers. Fosters a positive team environment that enables employees to maximize performance, progress their careers and become a promoter and advocate of the company. In this role, you have the opportunity to enhance critical leadership competencies like relationship building, problem solving and other unique skills in support of your career trajectory. Manages a team which may include virtual, exempt, and non-exempt employees.
Schedule: Normal Business Hours Mon-Fri, but must be able to work on some weekends and holidays throughout the year.
Job Description
Core Responsibilities
- Culture Champion: Be a culture champion and promote a "want to work" environment. Develop authentic and caring relationships with all team members while inspiring motivation.
- Celebrates and reinforces employee successes through recognition and promotion.
- Promotes and leads a team environment of open communication, approachability, and fair and consistent treatment of all employees within a workforce dedicated to inclusion.
- Creates a culture of continuous learning where team members are empowered and encouraged to develop for professional growth.
- Be A Great Leader: Provides coaching and feedback to team members by inspiring trust, encouragement, motivation and accountability. Creates coaching plans in a feedback-rich environment based on performance standards.
- Acts as change management liaison and change lead in communicating important business initiatives.
- Provides leadership, guidance, and direction in partnership with direct reports. Encourages career development with each team member through the creation and management of individual development plans.
- Communication/Influence:Communicates messages to team in a positive manner that conveys connection to the business strategy, customers and employees.
- Conveys a clear and consistent message that ties to the larger organizational goals. Ensures that the team meets objectives and goals in an efficient manner.
- Customer Advocate:Creates an environment that fosters teamwork, accountability, and positively impacts the customer experience. Provides input as well as communicates company strategy and motivates the team toward achieving company vision.
- Responds to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction.
- Execution Excellence:Effectively analyzes situations to gain understanding and make sound, timely decisions that factor in costs, risks, and impact to employee and customer experience. Takes action to achieve resolution(s) despite ambiguity.
- VisionShapes the Future:Demonstrates a clear understanding of the organization's strengths and opportunities while staying abreast of competitive actions, market trends, and their implications to the business.
- Business and Financial Acumen: Applies business experience and financial understanding to make effective decisions.
- Understands implications of day to day operations on overall budget which include, cost of labor, materials, and equipment.
- 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) as necessary.
- Other duties and responsibilities as assigned.
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.
- Support a culture of inclusion in how you work and lead.
- 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
Skills
Change Management, Communication, Customer Interactions, Employee Engagement
Compensation
National Pay Range: $62,549.98 USD-$146,601.52 USD Illinois Pay Range: $66,459.35 USD - $129,009.33 USD Colorado Pay Range: $70,368.73 USD - $134,873.39 USD Hawaii Pay Range: $82,096.85 USD - $123,145.27 USD Washington DC Pay Range: $89,915.60 USD - $134,873.39 USD Maryland Pay Range: $74,278.10 USD - $134,873.39 USD Minnesota Pay Range: $70,368.73 USD - $123,145.27 USD New York Pay Range: $74,278.10 USD - $146,601.52 USD Washington Pay Range: $70,368.73 USD - $140,737.46 USD New Jersey Pay Range: $78,187.48 USD - $140,737.46 USD Vermont Pay Range: $74,278.10 USD - $117,281.21 USD Massachusetts Pay Range: $78,187.48 USD - $140,737.46 USD California Pay Range: $70,368.73 USD - $130,312.46
Comcast intends to offer the selected candidate base pay within the posted range for this role at the time of posting dependent on job-related, non-discriminatory factors such as experience. 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 to eligible employees. 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 compensation and benefits summary on our careers site for more details.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
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.
Certifications (if applicable)
Relevant Work Experience
5-7 Years
Comcast is 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, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.