Manager, Customer Experience Communications – Execution (Comcast Business)

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

The Manager, Customer Experience Communications – Execution leads the executional development and delivery of customer-facing communications across onboarding, service, transactional, and product education journeys. This role operates with a high degree of ownership, translating CX communications strategy into scalable execution while driving consistency, quality, and efficiency across all communications deliverables. This role is accountable for improving how communications are developed and delivered by advancing tools, workflows, and AI-enabled practices to increase speed-to-market and reduce operational friction.

Job Description

Responsibilities:

• Owns executional delivery of CX communications across multiple workstreams, ensuring alignment to strategic intent, business priorities, and customer experience goals
• Translates approved briefs into clear executional plans, defining approach, structure, and deliverables across touchpoints
• Ensures communications meet standards for clarity, tone, consistency, and compliance
• Applies systems thinking to develop and evolve templates, modular content frameworks, and repeatable execution models
• Identifies inefficiencies and drives improvements across intake, drafting, review, and approval processes
• Establishes executional standards and best practices to ensure consistency across teams and outputs
• Drives adoption and integration of AI tools and content systems to improve execution efficiency and output quality
• Defines best practices for AI-assisted content development, ensuring responsible, compliant, and high-quality usage
• Drives measurable improvements in speed, consistency, and scalability through technology enablement
• Provides review of communications, assessing effectiveness—not just adherence to brief
• Synthesizes feedback from Legal, Brand, and stakeholders to improve upstream execution and reduce rework
• Proactively evolves content approaches and execution models based on insights, performance, and recurring challenges
• Leads, mentors, and develops a team of CX communications specialist(s)
• Sets priorities, manages workflows, and ensures accountability for deliverables
• Builds a high-performing team culture centered on ownership, curiosity, and continuous improvement
• Partners with CX Communications Strategy to align on intent and refine executional approach
• Collaborates with Product, Marketing, Digital Experience, and Legal to streamline approvals and improve execution outcomes
• Serves as a key partner in execution-focused discussions, influencing how work gets done—not just what gets done
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

Qualifications

• 5–8+ years of experience in customer communications, content strategy, copywriting, or related field
• Experience managing teams and leading complex, high-volume workstreams
• Strong writing and editing skills with the ability to guide and elevate others’ work
• Experience improving processes, workflows, or content systems
• Demonstrated ability to adopt and scale tools, including AI-enabled content creation or workflow tools
• Strong stakeholder management and cross-functional collaboration skills

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.

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.

Skills:

Customer Experience (CX); Customer Communications; Copywriting; Content Strategy

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