Manager 1 - Customer Project Mgmt

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for managing the service delivery team to ensure orders are entered and processed accurately and service level agreements are met or exceeded. Develops procedures, resolves operational issues and ensures personnel receive required information and documentation to perform their tasks efficiently. Provides feedback to sales teams in order to facilitate continuous improvement. Manages a team including exempt and non-exempt employees. Provides subject matter guidance to employees as required. Assists in development and meeting of departmental budget.

Job Description

This role is considered office optimal, meaning occasional in-person collaboration is encouraged to foster team connection and productivity. Candidates must reside within approximately 90 miles of our Livermore, CA office to be considered. While the position is primarily remote, team members are expected to attend in-office meetings or events approximately once per month.

Core Responsibilities

• Develops and improves processes and procedures for service delivery team to ensure orders are entered and scheduled within defined SLAs.
• Works with internal and external customers to ensure a positive installation experience.
• Provides feedback and recommendations to the sales organization with regard to clean order submission to improve the efficiency of the service delivery operation.
• Hires, coaches and evaluates service delivery personnel based on performance standards.
• Evaluates performance data on key metrics and provides continuous performance feedback to team.
• 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.

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.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Cross-Functional Collaboration, Customer Experience (CX), Customer Feedback, Meeting Organization, Service Delivery, Team Development, Troubleshooting

Compensation

Primary Location Pay Range: $109,661.76 - $164,492.64

This job can be performed in California with a Pay Range of $82,246.32 - $171,346.50

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that b