Supervisor, Digital Care

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 Responsible for the supervision of the day-to-day social media customer service operations including procedures, policies and supporting the social media customer service team. Manages social strategies in accordance with corporate goals for customer service function. Provides daily supervision and promote the development of the company's Social Media team in our Customer Service organization. Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent. Shift will fall between the hours of 5PM and 7AM EST. Must be able to work one weekend day per week. Job Description Core Responsibilities Supervises a team of social media specialists and customer support representatives. Provides customer service leadership with regard to all facets of operations analysis, performance management and time entry. Works collaboratively with other internal organizations to ensure key messaging is consistent with brand campaign strategy and relevant in social media platforms. Expands the company's social presence into up-and-coming platforms. Prepares, analyzes and manages operation through statistical analysis of activity. Plans, develops and administers customer service programs in adherence with national and system customer service objectives. Establishes metrics oriented social media operation to measure the impact of these tools on customer engagement efforts and opportunities. Tracks effectiveness of individual posts and tweets along with influencer monitoring and engagement. Engages with customers in real-time on social platforms to provide superior customer service. Implements company policy, procedures, standards and goals. Works with the communications team and other parts of the company to produce public talking points around an event. The public content will be posted on social media properties with the aim of engaging our audience. Leads root cause analysis on issues to support organizational change. Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions. Ensures proper scheduling for 24x7 real-time customer support operations across social media platforms for tens-of-thousands of monthly interactions with the company's customers. Focused on engaging with customers on platforms where they are most active/comfortable. 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. **Shift will fall between the hours of 5PM and 7AM EST. Must be able to work one weekend day per week.** Other duties and responsibilities as assigned. 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. Respect and promote inclusion & diversity. 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. Comcast is an EOE/Veterans/Disabled/LGBT employer. 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. Relevant Work Experience 2-5 Years Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class 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 compensation and benefits summary on our careers site for more details.