Comcast Jackson , MS 39201
The Customer Experience Manager sits at the intersection of people,
process, tools, and products that provide a world class customer
experience. This is a leadership role 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. Manages a team which may
include exempt and non-exempt employees.
Employees at all levels are expect to:
you do your job
customers first, give them seamless digital options at every touchpoint,
and make them promoters of our products and services
game-changing technology, products and services, especially our digital
tools and experiences
open to new ideas
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 and diversity
Do what's right for each other, our customers, investors and our
accountability, and positively impacts the customer experience. Provides
input as well as communicates company strategy and motivates the team
toward achieving company vision.
trust, encouragement, motivation and accountability. Creates coaching
plans in a feedback-rich environment based on performance standards.
in communicating important business initiatives. Communicates messages
to team in a positive manner that conveys connection to the business
strategy, customers and employees.
a team environment of open communication, approachability and fair and
consistent treatment of all employees within a workforce dedicated to
diversity and inclusion.
issues and offer helpful solutions in driving customer satisfaction.
technology and productivity tools by monitoring performance levels and
team member activities. Tracks, analyzes, and reports performance data
on key departmental initiatives. Administers all company policies;
takes appropriate action as necessary supporting an employee and
recognition and promotion.
partnership with direct reports. Encourages career development with
each team member through the creation and management of individual
improving the employee experience and the customer experience. Develops
action plans as appropriate based on employee feedback.
standard working hours. Regular, consistent and punctual attendance.
Must be able to work nights and weekends, variable schedule(s) as
responsibilities as assigned. Highly organized with the ability to
effectively manage multiple priorities. Comfortable managing through
ambiguity and strong critical thinking skills. Works collaboratively,
demonstrates excellent time management skills, and consistently
exercises independent judgement and discretion in matters of
Comcast is an EOE/Veterans/Disabled/LGBT employer