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Comcast · 1 day ago

Manager 1, Technical Product Sales Support

New York, United States

Full-time

Hybrid

Mid, Senior Level

$116K/yr - $174K/yr

5+ years exp

Comcast's FreeWheel provides comprehensive ad platforms for publishers, advertisers, and media buyers. The Support Manager will lead teams of Support Engineers, ensuring excellent customer experience and service delivery in the Premium Video Advertising Management industry.

InternetTelecommunicationsTVVideoWeb Hosting

No H1B

Responsibilities

Develops and improves processes and procedures for service delivery team to ensure orders are entered and scheduled within defined SLAs

Works with internal and external customers to ensure a positive installation experience

Provides feedback and recommendations to the sales organization with regard to clean order submission to improve the efficiency of the service delivery operation

Hires, coaches and evaluates service delivery personnel based on performance standards

Evaluates performance data on key metrics and provides continuous performance feedback to team

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

Qualification

Customer experienceService deliveryTeam leadershipCRM systemsTalent developmentPeople leadershipProblem solving

Required

At least 2+ years of successful team management and direct leadership of creative problem solvers or; At least 4+ years Sr. Level experience with FreeWheel products and service delivery, preferably in a respected team environment

A bachelor's degree or equivalent experience

Required background in computer software with preference toward SAAS (software as a service). Candidates with advertising digital experience will be prioritized

Advanced experience with a CRM (Customer Relations Management) ticketing system, i.e.. Zendesk, Great Plains, Service Cloud, Jira, ConnectWise, Autotask, etc

Demonstrable experience understanding technical and engineering concepts, and translating them in simplified form

Experience hiring, training, and preparing junior team members for success

A service mind-set coupled with a deep need to solve problems

Must reside in Central or Eastern time zone - no exceptions

This position is not eligible for visa sponsorship. Applicants must be authorized to work for Comcast in the United States without a current or potential future need for sponsorship

Preferred

Experience with the Beeswax product line

Benefits

Commission under the terms of an applicable plan

Bonus

Best-in-class Benefits

Company

Comcast

Glassdoor3.8

Comcast is a media and technology company that provides broadband internet, mobile services, and entertainment platforms. It is a sub-organization of SkyShowtime.

Founded in 1963

Philadelphia, Pennsylvania, USA

10001+ employees