Manager Customer Service Communications - Account Management and Billing

• Driven to provide the best communications experience for customers even in difficult situations?
• A true collaborator who can collaborate with colleagues and teammates to align on a consistent customer experience?
• Someone who can influence even without total ownership of specific workstreams?
• Self-motivated by learning new data diving into customer feedback and dissecting customer touch points and journeys to identify where there may be opportunities for improvement?

• 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.

• 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.

• 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
• 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.

What We Do

Welcome to Comcast. From the connectivity and platforms we provide to the content and experiences we create we bring people together globally. Our people think the world of our work and that’s why our work is the best in the world.

Why Work With Us

We believe you can achieve extraordinary things when you feel connected - to the work you do and who you do it with. From the platforms we provide to millions of people to the content and experiences we create - we bring our customers viewers and teammates closer together across the globe.

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