Manager, Installation & Service

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

The Manager, Installation and Service sits at the intersection of people, process, tools, and products that provide a world class customer experience. This leadership role leads with a growth mindset and is responsible for coaching, inspiring, motivating, guiding, and developing a team of installation and service 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. In this role, you have the opportunity to enhance critical leadership competencies like relationship building, problem solving and other unique skills in support of your career trajectory. Manages a team which may include virtual, exempt, and non-exempt employees.

Job Description

Core Responsibilities

• Culture Champion: Be a culture champion and promote a "want to work" environment.  Develop authentic and caring relationships with all team members while inspiring motivation.
• Celebrates and reinforces employee successes through recognition and promotion.
• Promotes and lead a team environment of open communication, approachability, and fair and consistent treatment of all employees within a workforce dedicated to diversity.
• Creates a culture of continuous learning where team members are empowered and encouraged to develop for professional growth.
• Be A Great Leader: 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.
• Acts as change management liaison and change lead in communicating important business initiatives. 
• 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.
• Communication/Influence: Communicates messages to team in a positive manner that conveys connection to the business strategy, customers and employees.
• Conveys a clear and consistent message that ties to the larger organizational goals. Ensures that the team meets objectives and goals in an efficient manner.
• Customer Advocate: 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.
• Responds to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction.
• Execution Excellence: Effectively analyzes situations to gain understanding and make sound, timely decisions that factor in costs, risks, and impact to employee and customer experience. Takes action to achieve resolution(s) despite ambiguity.
• Assists in cultivating relationships with vendor partners and assigning work to vendor partner companies to ensure sufficient manpower, while meeting contract labor budget. 
• Vision Shapes the Future: Demonstrates a clear understanding of the organization's strengths and opportunities while staying abreast of competitive actions, market trends, and their implications to the business.
• Business and Financial Acumen: Applies business experience and financial understanding to make effective decisions.
• Understands implications of day to day operations on overall budget which include, cost of labor, materials, and equipment. 
• Safety: Promotes safety awareness (and OSHA regulations) with Associates in order to provide a work environment free from injury. 
• Consistent exercise of independent judgment and discretion in matters of significance.
• Oversees the bargaining teams. 
• 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.
• 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); Business Strategies; Coaching; Employee Engagement; Accountability; Teamwork; Results-Oriented

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