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Job Summary
The Escalation Project Manager, Telecom Delivery serves as the primary customer contact for assigned escalated service delivery issues and owns the complete project lifecycle (approval, planning, execution, and closeout) for moderately to highly complex efforts. The role drives end‑to‑end outcomes—intake and assessment, cross‑functional technical coordination, budget/schedule management, stakeholder communications, risk/issue/change control, and resolution/closure. In high‑impact situations, this role builds credibility and trust by demonstrating structure, accountability, and clear ownership while orchestrating work across Network Engineering, NOC/Operations, Field Services, Carrier Management, vendors/partners, and customer stakeholders.
Job Description
Core Responsibilities
Customer-Facing Escalation Leadership
- Serve as the primary customer contact for assigned escalated service delivery issues
- Own customer communication throughout the escalation lifecycle, including:
- Acknowledgment and initial response
- Ongoing status updates
- Risk and timeline communication
- Resolution confirmation and closure
- Lead customer escalation calls and serve as the point of coordination between the customer and internal teams
- Build credibility and trust by demonstrating structure, accountability, and clear ownership during high impact situations
Escalation Intake, Assessment & Ownership
- Receive and assess escalated issues related to service delivery, such as:
- Circuit provisioning delays
- Field installation or turn‑up failures
- Network configuration or readiness issues
- Dependencies involving carriers, vendors, or site readiness
- Independently evaluate scope, urgency, technical impact, and customer risk
- Determine required cross-functional engagement and drive alignment across teams
- Own the escalation from intake through resolution, including closure documentation and follow-up
Telecom Delivery & Technical Coordination
- Lead cross-functional coordination across:
- Network Engineering
- Network Operations / NOC
- Field Services
- Carrier Management
- Vendors and partners
- Manage and sequence telecom delivery activities tied to escalated sites or accounts, including:
- Circuit ordering, provisioning, and delivery coordination
- Network configuration, testing, and cutover readiness
- Hardware deployment and field installation scheduling
- Identify and manage technical dependencies and risks that could impact resolution timelines
Escalation Tracking, Risk & Issue Management
- Maintain detailed escalation plans, timelines, and action items
- Identify critical path activities and actively manage risks to resolution
- Escalate blocking issues or decision points to senior project or program leadership when needed
- Ensure escalations are documented accurately in project and escalation tracking tools
Stakeholder Communication & Reporting
- Provide clear, executive-ready updates to internal stakeholders on escalation status, risks, and mitigation plans
- Prepare escalation summaries, timelines, and root cause analyses as required
- Support or lead escalation review forums and post-incident reviews
- Ensure alignment across technical, operational, and customer-facing teams
Process Improvement & Team Contribution
- Identify recurring escalation drivers and systemic delivery issues
- Provide input into escalation playbooks, workflows, and best practices
- Support continuous improvement initiatives related to telecom delivery and escalation management
- Informally mentor or support Project Manager 1–2 team members on escalation handling and execution
Scope & Complexity
- Manages moderate to high-complexity telecom escalations
- Owns escalations independently with limited oversight
- Exercises judgment in prioritization, communication, and coordination decisions
- No direct people or budget management responsibility
Required Technical & Professional Skills
Telecom & Technical Skills
- Solid understanding of telecom and network delivery concepts, including:
- WAN / LAN connectivity
- Circuit provisioning and activation processes
- Network hardware deployment and turn‑up
- Field installation and cutover activities
- VoIP technologies
- Cybersecurity products
- Ability to understand, document, and explain technical issues to both technical and non‑technical audiences
- Familiarity with carrier dependencies, vendor coordination, and site readiness constraints
Project & Escalation Management Skills
- Proven ability to manage complex issues across multiple teams
- Strong planning, tracking, and risk management skills
- Experience using project management, escalation, or ticketing tools
- Comfort operating in high-visibility, time-sensitive situations
Customer & Interpersonal Skills
- Strong customer-facing communication and presentation skills
- Ability to remain composed and decisive during escalations
- Collaborative, accountable, and solution-oriented mindset
- Ability to influence without authority
Employees at All Levels Are Expected To
- Understand and apply company operating principles
- Own the customer experience, especially during escalated situations
- Work collaboratively across teams and disciplines
- Support a culture of inclusion, accountability, and continuous improvement
- Do what’s right for customers, colleagues, and the business
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 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.
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.
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
