Manager 1 Service Assurance - Managed Services

Profile

Comcast's Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. We offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia). Some roles can work virtual full-time if they are not near a Tech Hub, but that is dependent upon the needs of the position and amount of collaboration required.

Job Summary

Provides personalized, proactive support and pre-sales/post-sales relationship management by addressing customer escalations, investigating critical and highly complex customer issues, and establishing action plans to drive issues to closure. Maintains high-profile customer standards, compliance, and continuous progress. Oversees a small agile team of customer account managers, that will be responsible for ensuring timely handling of customer issues and concerns by leveraging knowledge and experience to develop strategies that improve the overall quality of the customer experience, ensure retention, and promote revenue growth. Provides subject matter expertise; resolves complex scenarios, engaging broader teams as necessary to achieve continuous improvement. On the operational front, drives customer-specific initiatives while holding their team responsible for delivering a world-class customer experience. Acts as a point of guidance for the account managers to ensure alignment toward the overall vision and strategy that has been road mapped for our high-profile customers. Acts as a customer liaison between the customer and the multiple organizations that touch the customer throughout their lifecycle as a Comcast Business customer, and functions as the highest-tier operations support for various customer-focused organizations. Oversees, and coordinates aging open incidents, installs, and initiations on the customer's behalf. Coordinates weekly and monthly meetings, engaging resources and subject matter experts to assist with issues and projects, ensuring that all decisions are weighed against the potential impact on the business. Works directly and leads internal and external resources to achieve desired results.

Job Description

Core Responsibilities

Manages service assurance frontline support operations, driving operating improvements and quality performance through productivity measurement and monitoring, staff coaching and training.

Focuses on service level performance related to average speed of answer (ASA), abandoned calls, first call resolution, mean time to resolution (MTTR).

Manages initiatives, driving stakeholder and/or cross-functional collaboration that ensures high quality decisions and prompt resolution of business issues.

Ensures quality response to prospective and current customers who contact the care centers with service, technical or billing questions.

Develops, implements and monitors operations policies, procedures, programs and standards that support the goals and objectives of the care centers.

May run floor and assist or stand in for other managers and supervisors as needed.

Develops staffing plans by working with the resource management team.

Participates in the hiring of supervisors. Establishes individual performance goals for direct reports, conducts performance reviews and provides coaching and counseling.

Analyzes department's performance reports. Reports on team's progress. Ensures that team meets productivity, quality and service standards.

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.

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

Salary:

Pay Range: $77,120.97 - $115,681.46

Comcast intends to offer the selected candidate base pay within this range, 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. 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com