Manager 1, Customer Experience

Comcast is a Fortune 50 leader in media and technology, driving innovation in entertainment and online experiences. The Customer Experience Manager is responsible for leading a team of supervisors to provide superior service, foster a positive team environment, and enhance leadership competencies while ensuring exceptional customer satisfaction.

Responsibilities:

• Culture Champion: 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
• Be A Great Leader: 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
• Communication/Influence: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
• Customer Advocate: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
• Execution Excellence: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
• VisionShapes the Future: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
• Business and Financial Acumen: 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

Requirements:

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