Manager, Crisis & Service Communications

Comcast • Philadelphia, PA

13h

About The Position

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 alignment with several company stakeholders to develop appropriate communications, and it is heavily weighted in bridging gaps in support of a unified and consistent customer experience. The manager will liaise with senior leaders to ensure cross-functional consistency.

Requirements

• 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.

Nice To Haves

• 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 continually learn more, understand data and its implications.

Responsibilities

• 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 various teams in TPX for deployment of communications strategies across multiple digital and 1:1 channels

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 benefits summary on our careers site for more details.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level