Job Description
Core Responsibilities
Lead, coach, and develop teammates spanning levels; set clear expectations and tailor assignments, guidance, and development plans to employee experience and role scope.
Translate organizational priorities into team goals, work plans, capacity decisions, performance measures, and day-to-day execution across assigned service-enablement functions.
Assign and balance work based on complexity, customer or employee impact, security and compliance risk, urgency, development opportunity, and available capacity.
Oversee operational services that may include billing statement and communication support, enterprise access provisioning, approvals, exception management, business-system enablement, and related controls.
Review and approve requirements, business rules, workflow designs, validation approaches, release-readiness recommendations, provisioning standards, and operational documentation for significant changes.
Ensure the team delivers accurate, timely, compliant, controlled, scalable, and reliable outcomes across supported communications, systems, access requests, configurations, and work queues.
Establish quality expectations, access and operational control points, success measures, service levels, escalation paths, and go/no-go criteria appropriate to the risk of the work.
Guide analysis of customer and employee scenarios, system logic, billing and access data, approval requirements, job-code and role-based configurations, integrations, production results, and recurring exceptions.
Oversee joiner, mover, and leaver support, sensitive or PII-related access, provisioning fallout, access discrepancies, communication defects, data-quality concerns, and control gaps within the team's assigned scope.
Confirm required approvals, validations, documentation, and audit evidence are complete, and that corrective and preventive actions are implemented and sustained.
Use reporting, reconciliation, trend analysis, service-level results, risk indicators, and operational metrics to monitor performance, prioritize improvements, and communicate outcomes.
Build team capability in Excel, SQL, requirements, proofreading, reconciliation, root-cause analysis, access-control practices, operational controls, and executive-ready communication.
Conduct regular performance and development discussions, recognize strong results, address performance concerns, and support career progression.
Partner across business, technology, security, development, legal, compliance, audit, operations, system-owner, and vendor teams to align decisions, dependencies, standards, timing, and accountability.
Represent Service Enablement in planning, prioritization, governance, access-review, audit, incident-response, release-readiness, and continuous-improvement forums.
Promote consistent standards, reusable documentation, automation, knowledge sharing, and first time-right execution.
Maintain regular attendance and work nights, weekends, variable schedules, or overtime as business needs require.
Perform other duties as assigned.
Guide analysis of customer and employee scenarios, system logic, billing and access data, approval requirements, job-code and role-based configurations, integrations, production results, and recurring exceptions.
Oversee joiner, mover, and leaver support, sensitive or PII-related access, provisioning fallout, access discrepancies, communication defects, data-quality concerns, and control gaps within the team's assigned scope.
Confirm required approvals, validations, documentation, and audit evidence are complete, and that corrective and preventive actions are implemented and sustained.
Use reporting, reconciliation, trend analysis, service-level results, risk indicators, and operational metrics to monitor performance, prioritize improvements, and communicate outcomes.
Build team capability in Excel, SQL, requirements, proofreading, reconciliation, root-cause analysis, access-control practices, operational controls, and executive-ready communication.
Conduct regular performance and development discussions, recognize strong results, address performance concerns, and support career progression.
Partner across business, technology, security, development, legal, compliance, audit, operations, system-owner, and vendor teams to align decisions, dependencies, standards, timing, and accountability.
Represent Service Enablement in planning, prioritization, governance, access-review, audit, incident-response, release-readiness, and continuous-improvement forums.
Promote consistent standards, reusable documentation, automation, knowledge sharing, and first time-right execution.
Maintain regular attendance and work nights, weekends, variable schedules, or overtime as business needs require.
Perform other duties as assigned.
Preferred Qualifications
Progressive experience in billing operations, customer communications, identity and access management, access provisioning, business systems, application operations, business analysis, or a comparable function, including experience leading projects or guiding others.
Demonstrated ability to lead and develop employees with different levels of experience, independence, and technical depth.
Strong knowledge of requirements, business rules, process and workflow design, validation, release readiness, service delivery, operational controls, and issue resolution.
Working knowledge of access requests, approval standards, role-based or job-code-based provisioning, joiner-mover-leaver processes, exception handling, and access-review or audit support.
Strong analytical, problem-solving, proofreading, and attention-to-detail skills, including the ability to evaluate customer, employee, business, security, financial, regulatory, operational, and technical impacts.
Proficiency with Excel and practical SQL or data-analysis experience for research, reconciliation, trend analysis, root-cause analysis, reporting, and validation.
Experience with customer-facing content, sensitive-data access, quality control, compliance, data integrity, risk management, and operational controls.
Ability to prioritize work, manage capacity and service levels, make sound decisions, and maintain accountability in a complex, high-volume environment.
Strong written and verbal communication skills and the ability to align business, technology, security, audit, compliance, operational, and vendor partners.
Experience with billing, customer-management, communication, or access-management platforms is preferred, including tools comparable to BriteBill, CSG/ACSR, MyComcastAccess, or Tech Spot.
Experience improving processes, strengthening controls, identifying automation opportunities, reducing exceptions or fallout, and building team capability.
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.
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 callbacks, and helping elevate opportunities to do better for our customers.
Drive results and growth.
Respect and promote inclusion - do what's right for each other, our customers, investors, and our communities.
Comcast Competencies: Manager Level
Alignment & Quality Execution: Set and align measurable goals, transparently hold team and self-accountable to outcomes, promote data-driven decision making and foster a culture of efficiency and fiscal responsibility to enable investments in growth
Win as One: Embrace change and challenge status quo, drive productive debate and collaboration, keep team safety top of mind, be respectful, inclusive, and curious and exhibit a companywide sales culture
Customer First Mindset: Put customers at the center of our decisions, support first time right, simplify the customer experience and turn customer insights into action
Advance with Tech: Accelerate the use of AI, create space to experiment and fail fast and re-evaluate existing policies and processes to enable AI/automation
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.
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
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.
