Manager - Revenue Assurance

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 role leads a team supporting Revenue Analytics and Operations in protecting billing accuracy, revenue integrity, and customer experience. The Manager is accountable for team delivery and performance, including the timely and accurate resolution of customer account, order, and billing-related issues; oversight of ticket queues and reporting; and adherence to established company policies, controls, and procedures. Responsibilities also include managing operational risks and escalations, establishing priorities, monitoring quality and productivity, and driving improvements to policies, processes, reporting, and controls. The role develops employees through ongoing coaching and performance management, promotes effective collaboration with cross-functional partners, and ensures the team has the knowledge, tools, and direction needed to achieve business objectives. Success requires strong leadership, operational judgment, analytical thinking, problem-solving, and the ability to translate trends and business needs into clear priorities and measurable outcomes.

Job Description

Core Responsibilities:

• Leads, coaches, and develops a team responsible for resolving customer account, order, billing, and revenue-related issues accurately and within established turnaround expectations. 

• Establishes team priorities and allocates work based on ticket volume, issue complexity, business impact, employee capacity, and service-level expectations. 

• Oversee ticket queues and operational reports, monitoring aging, backlog, recurring issues, productivity, quality, and emerging customer, financial, or operational risks. 

• Manages significant or unresolved escalations, removes barriers to resolution, and coordinates with cross-functional partners to drive timely and sustainable outcomes. 

• Ensures corrective orders, adjustments, billing-code changes, and other resolution activities comply with established company policies, controls, procedures, and approval requirements. 

• Reviews trends and root-cause analyses to identify systemic issues, recurring process failures, and opportunities to protect revenue integrity and improve customer experience. 

• Establishes and monitors team performance measures, including resolution timeliness, quality, productivity, backlog, and adherence to operational requirements. 

• Ensures audit documentation, reporting, tracking, and follow-up activities are accurate, complete, and sufficient to support governance and control requirements. 

• Leads the review of significant process exceptions and partners with appropriate teams and management to address root causes, reinforce accountability, and reduce recurrence. 

• Prioritizes and drives improvements to resolution speed, data quality, operational efficiency, process consistency, reporting, policies, procedures, and controls. 

• Communicates team performance, operational risks, escalations, trends, and recommended actions clearly to leadership and cross-functional stakeholders. 

• Develop employees through regular coaching, feedback, knowledge sharing, performance management, and development planning. 

• Promotes a collaborative and accountable team environment that supports sound judgment, continuous learning, and consistent execution. 

• Supports governance initiatives, business reviews, reporting needs, and special projects with broader organizational impact. 

• Exercises independent judgment and discretion in matters of significance. 

• Maintains regular, consistent, and punctual attendance. Must be able to work nights, weekends, variable schedules, and overtime as necessary. 

• Performs other duties and responsibilities as assigned. 

Skills and Experience

• Strong people-leadership skills, with experience coaching employees, managing performance, and supporting professional development. 

• Strong operational-management skills, including the ability to establish priorities, allocate work, manage competing demands, and drive timely, accurate execution. 

• Advanced analytical and problem-solving skills, with the ability to interpret operational data, identify trends and risks, assess root causes, and make sound decisions. 

• Demonstrated ability to oversee ticket queues, reporting, quality, productivity, backlog, and service-level performance. 

• Ability to apply policies, procedures, controls, and governance requirements consistently while exercising sound judgment in complex or escalated situations. 

• Experience leading process improvements that strengthen resolution speed, data quality, operational efficiency, control effectiveness, and customer experience. 

• Strong written, verbal, and presentation skills, with the ability to communicate performance, risks, complex findings, and recommendations clearly to employees, leadership, and cross-functional stakeholders. 

• Demonstrated ability to build effective working relationships, influence decisions, and coordinate solutions across teams. 

• Ability to manage change, reinforce accountability, and maintain team engagement in a complex and evolving operational environment. 

• Working knowledge of Microsoft Office applications, particularly Excel, PowerPoint, and Word. 

• Sufficient knowledge of SQL Server or comparable data-query tools to oversee analytical work, evaluate findings, and guide issue resolution. 

• Prior experience leading employees or an operational team. 

Preferred Qualification

• Knowledge of CSG and/or Amdocs, or related experience working with customer billing systems. 

• Strong knowledge of customer account, order, billing, and revenue-related processes, including billing cycles, adjustments, charge structures, and common billing discrepancies. 

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 callbacks 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. 

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 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.

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 to eligible employees. 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 compensation and 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.

Relevant Work Experience

5-7 Years