Manager, Customer Service Communications – Account Management and Billing

Comcast • Philadelphia, PA

1d

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 account management, including billing, pay, and collections. 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.

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

Nice To Haves

• Keep the customer experience at the forefront of everything they do
• Be curious and push status quo
• 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.
• Campaign Management
• Campaign Strategy Development
• Communication
• Curious Mindset
• Customer Experience (CX)
• Solution-Oriented

Responsibilities

• Develop and lead the customer communications strategy across the billing, payment, and collections lifecycle, ensuring customers receive clear, timely, and transparent information that supports retention and reduces involuntary churn.
• Define communication requirements and strategic initiatives that support enterprise-wide billing and customer retention journeys.
• Drive alignment across customer-facing channels to deliver a consistent, seamless, and customer-centric experience.
• Build and execute a communications roadmap that unifies billing, payment, and collections experiences across customer segments, identifying opportunities to improve engagement and outcomes.
• Monitor customer feedback, communication performance metrics, and service-related sentiment to identify trends and implement strategies that improve the customer experience, Net Promoter Score (NPS), and brand trust.
• Stay current on industry trends, emerging technologies, and best practices to continuously enhance communications effectiveness and customer engagement.
• Partner with leaders and stakeholders across Customer Service, Operations, Public Relations, Government Affairs, Legal, and other business functions to ensure strategic alignment and messaging consistency.
• Collaborate with product, technology, and digital experience teams to design, implement, and optimize communication strategies across digital, self-service, and one-to-one customer channels.
• Lead cross-functional initiatives that improve the effectiveness, clarity, and efficiency of billing and service communications while supporting key business and customer experience objectives.
• Use data, customer insights, and performance analytics to measure communication effectiveness, inform decision-making, and drive continuous improvement across customer journeys.

Benefits

• 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.

What This Job Offers

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