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Mgr 1, Customer Experience Mgr Retention

Expired Job

Comcast Jackson , MS 39201

Posted 2 months ago

Business Unit:

Job Summary:

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:

  • 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 and diversity

  • Do what's right for each other, our customers, investors and our

communities

Core Responsibilities:

  • Customer Experience: 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.

  • Coaching: 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.

  • Change Management: Acts as change management liaison and change lead

in communicating important business initiatives. Communicates messages

to team in a positive manner that conveys connection to the business

strategy, customers and employees.

  • Employee Leadership: Promotes positive employee relations by fostering

a team environment of open communication, approachability and fair and

consistent treatment of all employees within a workforce dedicated to

diversity and inclusion.

  • Customer Advocate: Responds to customer escalations to understand

issues and offer helpful solutions in driving customer satisfaction.

  • Organizational Excellence: Assists with the development of call center

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

customer-centric organization.

  • Recognition: Celebrates and reinforces employee successes through

recognition and promotion.

  • Career Advisor: 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.

  • Group Champion: Facilitates routine huddles with the team focused on

improving the employee experience and the customer experience. Develops

action plans as appropriate based on employee feedback.

  • Flexibility: Schedule flexibility is critical as role may require non-

standard working hours. Regular, consistent and punctual attendance.

Must be able to work nights and weekends, variable schedule(s) as

necessary.

  • As with all leadership roles there will be other duties and

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

significance.

Job Specification:

  • Bachelors Degree or Equivalent

  • Generally requires 6-9 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer


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Mgr 1, Customer Experience Mgr Retention

Expired Job

Comcast