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
This manager serves as a strategic member of the Customer Lifecycle Communications team, focusing on designing and developing communications plans to support customer reliability. This role involves aligning with several company stakeholders to develop appropriate communications, and it is heavily weighted toward bridging gaps to support a unified and consistent customer experience. The manager will liaise with senior leaders to ensure cross-functional consistency.
Job Description
- Driven to provide the best communications experience for customers, even in difficult situations?
- A true collaborator who can collaborate with colleagues and teammates to align on a consistent customer experience?
- Someone who can influence even without total ownership of specific workstreams?
- Self-motivated by learning new data, diving into customer feedback, and dissecting customer touch points and journeys to identify where there may be opportunities for improvement?
- Develop the Customer Lifecyle Communications Team’s strategy for communicating to customers in a timely and transparent way during planned outages and service interruptions for long-term programs and journeys that affect overall customer reliability
- Drive requirements and strategy in support of the broader enterprise-wide Reliability Journey
- Drive alignment for a consistent experience across all appropriate customer-facing channels.
- Develop a roadmap and lead workstreams to understand and unify outage experiences for different categories.
- Monitor and analyze customer feedback about outage communications, and devise optimization strategies to contribute to the increase in NPS scores and reliability sentiment measurement.
- Understand and align with industry best practices.
- Partner with leaders and stakeholders from Customer Service Strategy & Ops, Public Relations, and Government Affairs organizations for strategic alignment of messaging.
- Collaborate with technology teams for deployment of communications strategies across multiple digital and 1:1 channels
To be successful in this role, the candidate must:
- 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
- Have strong communications & writing skills
- Be able to create and provide analysis for executive summaries and readouts; be able to present in front of senior leadership
- Embrace opportunities to learn more, understand data and its implications continually.
- Bachelor's Degree or equivalent
- Generally requires 5+ years related experience
- Communications experience with strong command of written language including grammar, tone and voice
- Regular, consistent and punctual attendance.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Ability to work off hours and weekends as communications needs arise
- 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.
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.
Skills:
Customer Experience (CX); Data Driven Strategy; Marketing Strategies; Communications Strategy; Marketing Communications (MarCom)
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
