Manager, Customer Communications
Comcast Advertising
Manager, Customer Communications
Job Summary
The Manager, Customer Communications is responsible for the strategy, development, and execution of omni-channel service communications across the customer lifecycle. This role operates with a high degree of autonomy, partnering cross-functionally with Product, Engineering, Legal, and Marketing teams to translate business goals into actionable service communication strategies and requirements. Leverages generative AI to optimize messaging, improve personalization at scale, and accelerate delivery while maintaining strict compliance and brand standards. The ideal candidate combines strong communication expertise, a strategic mindset, cross-functional collaboration skills, and a passion for customer lifecycle communications and retention.Job Description
Core responsibilities:
- Serve as the primary communications lead for Product, Engineering, Legal, and Regulatory stakeholders, driving alignment on messaging strategy and ensuring stakeholder needs are reflected in communication plans.
- Distill complex business and compliance requirements into clear creative briefs and technical requirementsfor development teams, ensuringaccurateandtimelyexecution.
- Define channel sequencing, message cadence, and audience segmentationto enhance customer confidence and support retention goals across email, app, push, SMS, and .com.
- Develop communication strategies specifically designed to reduce inbound contact volumeand minimize operational friction across the customer lifecycle.
- Champion the responsible use of generative AIto accelerate content creation, enable personalization at scale, and improve the speed and quality of communication delivery.
- Own performance reporting and post-campaign analysis, synthesizing data into actionable recommendations that inform future strategy andoptimizechannel performance.
- Contribute to the evolution of communication standards, playbooks, and best practices, with the opportunity to mentor peers and influence team-wide approaches to lifecycle communications.
- 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) and overtime 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:
Artificial Intelligence (AI); Cross-Functional Collaboration; Campaign Management; Copywriting; Project Management; Copy Editing
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