Manager 1, Customer Experience

Comcast

3d

About The Position

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.

Requirements

• 5-7 Years Relevant Work Experience
• Bachelor's Degree
• Change Management
• Communication
• Customer Interactions
• Employee Engagement

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Best-in-class Benefits
• Total Rewards
• Commission (for sales positions)
• Bonus (for non-sales positions)
• 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.

What This Job Offers

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