Manager, Customer Communications

Comcast • Philadelphia, PA

8d

About The Position

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast. 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.

Requirements

• Artificial Intelligence (AI)
• Campaign Management
• Copy Editing
• Copywriting
• Cross-Functional Collaboration
• Project Management
• 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.
• 5-7 Years

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 requirements for development teams, ensuring accurate and timely execution.
• Define channel sequencing, message cadence, and audience segmentation to enhance customer confidence and support retention goals across email, app, push, SMS, and .com.
• Develop communication strategies specifically designed to reduce inbound contact volume and minimize operational friction across the customer lifecycle.
• Champion the responsible use of generative AI to 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 and optimize channel 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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level