Customer Care Manager - Service

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.

The Customer Care Manager is responsible for the overall leadership, performance, and continuous improvement of the Service Center (Call Center) operation supporting residential solar and battery customers. This role leads a team of Case Managers and Billing Specialists while partnering closely with Tier II Technical Support and Field Service leadership to deliver an exceptional customer experience from initial customer contact through final case resolution and billing closure.

This position oversees inbound call operations, workforce management, customer case ownership processes, service-level performance, employee development, and operational excellence. The Customer Care Manager is responsible for ensuring customers receive timely responses, proactive communication, and successful issue resolution while maintaining high standards for service levels, case management, quality, and employee engagement. This leader drives performance through coaching, accountability, process discipline, and continuous improvement initiatives that support the company's priorities of Safety, Quality, Customer Experience, Speed, Productivity, and Execution.

Role is in office daily in Laurel, MD

• Lead the day-to-day operations of the Customer Care teams.
• Directly manage Case Managers and Billing Specialists.
• Establish a culture of customer ownership, accountability, teamwork, and continuous improvement.
• Ensure consistent execution of the operating model.
• Balance customer experience, employee productivity, service levels, and operational efficiency.

• Own overall customer satisfaction and service performance for the Customer Care department.
• Ensure Case Managers provide proactive communication and maintain ownership throughout the service lifecycle.
• Monitor customer feedback, complaints, escalations, and satisfaction trends.
• Personally engage in high-impact customer situations requiring leadership involvement.
• Drive initiatives that reduce callbacks, repeat contacts, and unresolved issues.
• Partner with Field Service and Tier II Technical Support to ensure seamless customer experiences.

• Manage inbound call center performance, staffing, and coverage schedules.
• Ensure appropriate staffing levels to meet service-level expectations.
• Monitor queue performance and make real-time operational adjustments as needed.
• Oversee workforce planning, scheduling, breaks, lunches, coaching sessions, PTO coverage, and staffing needs.
• Analyze call volume trends and adjust staffing strategies accordingly.
• Support implementation of workforce management practices that improve efficiency and service consistency.
• Maintain predictable call coverage while protecting dedicated case-management time.

• 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.

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.

• Coaching
• Communication
• Customer Care
• Customer Experience (CX)
• Customer Satisfaction

Maryland Pay Range: $71,932.48 - $ Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The…