Comcast Careers

XM Manager, Technical Support (Spokane, WA)

Liberty Lake, WA
Customer Care (Customer Care - Call Center)

Job Description

Business Unit:

Job Summary:

Responsible for coordinating and managing Customer Service's multi-product technical support to Technicians. Serves as a primary interface for developing and executing strategies to optimize customer support performance and meet strategic business strategy and goals. Manages team which may include exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies, assist in development, and meeting of, departmental budget.

Core Responsibilities:

  • 20-25% Travel
  • Ensures quality customer service and availability on all inbound/outbound calling.
  • Provides customer service and operations leadership with regards to all facets of customer contact and technical analysis.
  • Manages, directs, and controls all activities related to resources such as headcount, management information systems, and training and development.
  • Manages the development and implementation of effective policies, procedures, and programs to support customer care strategies.
  • Designs and implements process improvements in partnership with related departments to maximize resources, improve technical efficiencies, and ensure the best experience for customers.
  • Sets standards of performance to meet established departmental goals.
  • Develops and supports tactical implementation of the annual budget.
  • Improves customer feedback mechanism and related work order processes to support technical development and improve customer satisfaction.
  • 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) as necessary.
  • Other duties and responsibilities as assigned.

Job Specification:

  • Bachelors Degree or Equivalent
  • Generally requires 6-9 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer