Comcast

Manager, Customer Experience Communications - Execution (Comcast Business)

Comcast$90K — $120K *
Telecommunications & Hardware
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5-8+ years of experience in customer communications or content strategy
  • Proven experience in managing teams and high-volume workstreams
  • Excellent writing and editing skills
  • Demonstrated ability to improve processes and workflows
  • Experience with AI-enabled content tools
  • Strong collaboration skills with stakeholders

Responsibilities

  • Owns delivery of CX communications across workstreams
  • Translates briefs into execution plans for touchpoints
  • Ensures clarity, tone, and compliance of communications
  • Develops templates and execution models using systems thinking
  • Identifies and improves process inefficiencies
  • Establishes standards for consistency across outputs
  • Influences execution-focused discussions for better outcomes

Benefits

  • Comprehensive benefits package for physical, financial, and emotional support
  • Access to personalized resources and expert guidance
  • Support during significant life milestones
  • Culture of inclusion and collaboration in the workplace
  • Focus on employee well-being and work-life balance
Full Job Description
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.

Skills
Content Strategy, Copywriting, Customer Communications, Customer Experience (CX)

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

About Comcast

FreeWheel manages the economics of content for the enterprise class of entertainment, offering technical infrastructure for revenue rights management and business operations, wrapped in advisory services. They offer advertising sales rights, display, video, mobile ad management, contract management, professional content, ad serving, reporting, analytics, technology, services, advisory services, business operations, programmatic advertising, advertising marketplace, and linear, and online advertising.

Comcast Careers

Joining Comcast means becoming part of a dynamic team committed to shaping the future of media and technology. As a leading company in entertainment, communications, and technology, Comcast offers unparalleled job opportunities designed to foster professional growth and innovation. Work You’ll Do At Comcast, you’ll be part of a culture that cherishes diversity, leadership, and innovation. Our team is at the forefront of the industry, leading changes that redefine how people connect and experience content across the globe. Transform your career with a company that is committed to your professional development. Comcast offers a variety of positions across multiple fields, where your skills will be honed for leadership roles and your career aspirations supported by comprehensive training programs. Join Our Leading Team Be part of a team that values creativity and diversity. Comcast’s commitment to inclusive culture and diversity training ensures that every team member’s voice is heard and valued. This approach not only enhances our work environment but also drives our leadership in the competitive tech industry. Innovate with Us Engage in work that matters with a team of over 100,000 employees worldwide. At Comcast, innovation isn’t just another buzzword—it's at the core of everything we do. From developing groundbreaking technology to reimagining how our customers experience entertainment and communication, your work will influence millions. Internship and Employment Opportunities Start your career with a Comcast internship, where you’ll gain invaluable industry experience, network with professionals, and develop skills that will benefit you throughout your career. For those seeking full-time positions, Comcast’s hiring process is designed to find not just the right skills but the right fit for our culture of growth and innovation. Benefits and Growth Comcast is dedicated to the well-being and advancement of our team members. Enjoy a wealth of benefits that support both your professional and personal life, including health, wellness, and retirement plans. Our employees are encouraged to pursue continuous growth through professional development opportunities and leadership training. Stay Connected Join the Comcast Team Explore job opportunities that match your skills and interests. We are always looking for passionate, curious, and solution-driven team players. Search Comcast jobs today and find out where your career could take you. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Read Careers Blog Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Comcast. By joining Comcast, you’re not just finding a job—you’re joining a community of innovators who are passionate about creating extraordinary experiences for our customers and for each other.
Learn more about Comcast
Size
31,000 employees
Market Cap
$149.9 billion
Industry
Net Income
$10.5 billion
Founded
1963
5 Year Trend
+7.6%
Revenue
$103.5 billion
NASDAQ

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