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    Manager, CXSO Incident Management - Philadelphia, United States - Comcast

    Comcast
    Comcast Philadelphia, United States

    2 weeks ago

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    Description

    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 oversight of all National/Divisional call routing or multi-site environment concerns while supporting the organizations' vision, mission, and customer access strategies. Serves as a liaison and contact for supporting internal and external vendor relationships. Oversees professional employees and/or supervisors and may manage business support/technical staff. Provides strategic guidance to employees. Has overall responsibility for developing/administering performance standards for the organization. Develops processes and procedures to implement functional strategies. May manage a team including exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies. Assists in development and meeting of departmental budget.

    Job Description

    Core ResponsibilitiesProvides leadership with regard to all facets of operations analysis, performance management and time entry.Oversees and maintains the National Resource Optimization Center (NROC) for tracking, monitoring, and reporting of all incident management data. For example: call volume discrepancies, service level concerns, tool, and product impairment.Identifies and researches service level risks for problem resolution and management notification. Oversees escalation plan when service levels are negatively impacted.Identifies key initiatives for process and program improvement.Establishes key projects that align with organizational objectives.Demonstrates the behaviors that support the vision competency.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 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.

    Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

    Education

    Bachelor's Degree

    While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

    Relevant Work Experience

    5-7 Years

    Salary:

    National Pay Range: $60,872.16 USD-$142,669.13 USD

    Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

    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. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. Thats why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary ) on our careers site for more details.

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