Comcast

Manager, Customer Service Communications - Account Management and Billing

Comcast$90K — $120K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent required.
  • 5+ years of related experience in communications, particularly in customer-facing roles.
  • Strong command of written communication including grammar, tone, and voice.
  • Ability to work flexible hours as communication needs arise.
  • Experience in analyzing and presenting data to senior leadership.

Responsibilities

  • Develop and lead customer communications strategy to enhance clarity and customer retention.
  • Define strategic initiatives aligned with billing and customer retention journeys.
  • Drive alignment across all customer-facing communication channels.
  • Execute a unified communications roadmap across various customer segments.
  • Monitor communication performance and customer feedback to improve stakeholder experience.
  • Stay updated on industry trends and enhance effectiveness of communication strategies.
  • Collaborate with multiple business functions to ensure messaging consistency.

Benefits

  • Comprehensive benefits to support physical, financial, and emotional well-being.
  • Access to expert guidance and personalized tools.
  • Resources tailored to assist during significant life milestones.
Full Job Description
Job Summary
This manager serves as a strategic member of the Customer Lifecycle Communications team, focusing on designing and developing communications plans to support customer account management, including billing, pay, and collections. This role involves aligning with several company stakeholders to develop appropriate communications, and it is heavily weighted toward bridging gaps to support a unified and consistent customer experience. The manager will liaise with senior leaders to ensure cross-functional consistency.

Job Description

Are you...

  • Driven to provide the best communications experience for customers, even in difficult situations?
  • A true collaborator who can collaborate with colleagues and teammates to align on a consistent customer experience?
  • Someone who can influence even without total ownership of specific workstreams?
  • Self-motivated by learning new data, diving into customer feedback, and dissecting customer touch points and journeys to identify where there may be opportunities for improvement?


Job Duties:

  • Develop and lead the customer communications strategy across the billing, payment, and collections lifecycle, ensuring customers receive clear, timely, and transparent information that supports retention and reduces involuntary churn.
  • Define communication requirements and strategic initiatives that support enterprise-wide billing and customer retention journeys.
  • Drive alignment across customer-facing channels to deliver a consistent, seamless, and customer-centric experience.
  • Build and execute a communications roadmap that unifies billing, payment, and collections experiences across customer segments, identifying opportunities to improve engagement and outcomes.
  • Monitor customer feedback, communication performance metrics, and service-related sentiment to identify trends and implement strategies that improve the customer experience, Net Promoter Score (NPS), and brand trust.
  • Stay current on industry trends, emerging technologies, and best practices to continuously enhance communications effectiveness and customer engagement.
  • Partner with leaders and stakeholders across Customer Service, Operations, Public Relations, Government Affairs, Legal, and other business functions to ensure strategic alignment and messaging consistency.
  • Collaborate with product, technology, and digital experience teams to design, implement, and optimize communication strategies across digital, self-service, and one-to-one customer channels.
  • Lead cross-functional initiatives that improve the effectiveness, clarity, and efficiency of billing and service communications while supporting key business and customer experience objectives.
  • Use data, customer insights, and performance analytics to measure communication effectiveness, inform decision-making, and drive continuous improvement across customer journeys.


Key Competencies Include

To be successful in this role, the candidate must:

  • Keep the customer experience at the forefront of everything they do
  • Be curious and push status quo
  • Be able to collaborate with cross-functional partners and have excellent relationship management skills
  • Be able to pivot with the shifting priorities of the company
  • Have strong communications & writing skills
  • Be able to create and provide analysis for executive summaries and readouts; be able to present in front of senior leadership
  • Embrace opportunities to learn more, understand data and its implications continually.


Requirements:

  • Bachelor's Degree or equivalent
  • Generally requires 5+ years related experience
  • Communications experience with strong command of written language including grammar, tone and voice
  • Regular, consistent and punctual attendance.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Ability to work off hours and weekends as communications needs arise
  • Other duties and responsibilities as assigned.


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
Campaign Management, Campaign Strategy Development, Communication, Curious Mindset, Customer Experience (CX), Solution-Oriented

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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