Sr. Specialist, CommOps

Nitel•Philadelphia, PA

63d

About The Position

We're seeking a strategic, data-driven Sr. Specialist in Communications Operations with 3-5 years of experience in customer messaging, campaign analytics, and technology enablement. This role will support key initiatives across omnichannel messaging, reporting, and performance optimization, helping evolve our communications ecosystem through actionable insights and innovative execution. You'll play a critical role in expanding channels (Email, SMS, Push), and leveraging GenAI/ML to deliver personalized, timely, and relevant customer experiences.

Requirements

3-5 years of experience in customer communications, marketing operations, or digital strategy.
Strong understanding of omnichannel messaging and customer journey orchestration.
Experience with SMS marketing platforms, Adobe Experience Manager, and customer data platforms (CDPs) preferred.
Excellent communication and project management skills.
Ability to work cross-functionally in a fast-paced, matrixed environment.
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.
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.
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.
5-7 Years

Nice To Haves

Familiarity with GenAI/ML concepts and their application in marketing.
Experience in telecom, media, or enterprise-scale customer communications.
Strategic thinker with a passion for customer experience and innovation.

Responsibilities

Support the launch and enhancement ofEmail,SMSand Push notificationcampaigns, including backend enablement, opt-in strategy, and migration planning.
Collaborate with cross-functional teams to align messaging across outbound (email, SMS, push) and inbound (app, web, IVR) channels.
Assistin designing and documenting messaging frameworks:
Message tiering and sequencing
Urgency prioritization (instant vs. non-urgent)
Ideal channel selection
Optimal timing and frequency capping
Suppression logic and customer preferences
Partner with platform teams to support the migration of marketing and serviceEmail andSMS campaigns to Adobe V8.
Help coordinate efforts across teams using disparate asset management systems (AEM, OneDrive,Smartsheet) to ensure consistent messaging and asset usage.
Develop andmaintaindashboards and reports to track performance of SMS, email, push, and other outbound campaigns.
Analyze campaign metrics (open rates, click-through rates, opt-outs, conversions) toidentifytrends and optimization opportunities.
Define KPIs andsuccessmetrics in partnership with analytics and marketing teams.
Present insights and recommendations to stakeholders to inform messaging strategy andcreativedirection.SupportA/B testing and experimentation frameworks to improve campaign effectiveness.
Assistin the development of a strategic roadmap to deploy GenAI/ML for omnichannel asset performance insights.
Translate technical insights into actionable communications that support creative optimization and personalized customer engagement.
Support pilot programs and stakeholder education around GenAI/ML capabilities.