Manager, Customer Service Communications – Account Management and Billing

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

This manager serves as a strategic member of the Customer Lifecycle Communications team, focusing on designing and developing communications plans to support customer account management, including billing, pay, and collections. This role involves aligning with several company stakeholders to develop appropriate communications, and it is heavily weighted toward bridging gaps to support a unified and consistent customer experience. The manager will liaise with senior leaders to ensure cross-functional consistency.

Job Description

Are you... 

• 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?   

Job Duties:

• 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. 

 

Key Competencies Include 

To be successful in this role, the candidate must:  

• 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. 

 

Requirements: 

• 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. 

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.
• Support a culture of inclusion in how you work and lead.
• 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.

Skills

Campaign Management, Campaign Strategy Development, Communication, Curious Mindset, Customer Experience (CX), Solution-Oriented

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. That's 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 benefits summary on our careers site for more details.

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.

Certifications (if applicable)

Relevant Work Experience

5-7 Years

Comcast is 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.