Manager 1, Customer Experience

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

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.

Schedule: Normal Business Hours Mon-Fri, but must be able to work on some weekends and holidays throughout the year.

Job Description

Core 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.

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 lea