Manager 1, Technical Product Sales Support

Support Manager, Operations

FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we're making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world. The goal is the delivery of an excellent customer experience across the product suite. The Global Support team are first in line for actioning service excellence -- It is a job we take very seriously. We are searching for a Support leader for our ever diversifying and expanding Support talent incubator. The ideal Support Manager, Operations (SMO) will be a blend of effective team coach, skilled risk manager, and intuitive talent nurturer. This individual will have a demonstrable history of success in the services industry and a proven record of accomplishment of operational and developmental success. EQ is as important as IQ for this position.

The Manager drives service delivery at the Tier 1 support level. They will lead teams of highly motivated Support Engineers and engage with the top-performing customers in the Premium Video industry. The successful candidate will join a highly entrepreneurial, globally distributed Support leadership team consisting of Lead Support Engineers, Principal Support Engineers, Managers, Sr. Managers, Directors, and Sr. Directors, all reporting to the Executive Director of Global Support. This role is responsible for the leadership, guidance, and overall prosperity of US based support engineering teams across multiple product lines. As Support Manager, you will be directly involved in the hiring, on-boarding, and career development of the organization's most important resources: its people. Through your guidance and direction FreeWheel will be able to grow and develop its next generation of leaders who will advance knowledge of the product and further the excellent employee experience that we all value so greatly.

Utilizing the company operating goals as guidelines, the candidate will provide:

• Team leadership and guidance of your assigned teams.
• The maintenance of a structured, but nurturing, space where team members can contribute to the group's advancement and pursue their own individual development simultaneously.
• Develop A+ players ready for advancement to other FreeWheel teams.
• Consistency of service delivery in a deliberately high-churn operational environment.
• Close oversight and management of our operational processes to ensure efficient operation, timely execution, and risk elimination.
• Utilizing datasets, analysis, and evidentiary reporting, maintain and improve support operations utilizing provided operating metrics.
• Maintain an operating environment of excitement, skills development, and opportunity exploration amongst the support engineers.
• Participate in policy management, maintenance, and the creation of standards across teams.

For the right candidate, this position will allow for tremendous growth and the opportunity to deliver enterprise-level customer value to industry leaders in the TV ecosystem. While this role can be Remote First, some travel may be needed. Some nights, weekends, and live events awareness or direct management will be needed. Preference may be granted to candidates who have experience with the Beeswax product line.

Qualifications

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.

Core 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.

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.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

You are:

• Excited about the opportunity to make a real difference in a rapidly evolving market.
• An instinctual and natural project manager, prioritizer, and risk manager.
• Dedicated to the success and growth of not only yourself, but everyone around you.
• A detail oriented, but creative thinker who finds personal satisfaction when delivering on budget and on time.
• Excited when you get the opportunity to build spreadsheets and find new ways to look at data to inform action.
• A perpetual improver who appreciates recent changes and envisions ways to leverage them for even greater improvements.
• Able to "Be like water, my friend" and adapt to rapidly changing circumstances.
• A forward-thinking optimist who appreciates a good cat gif.

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 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.

Skills: Leadership; Customer Experience (CX); Service Levels; Customer Feedback; People Leadership; Talent Development; Customer Service

Salary: Primary Location Pay Range: $109,661.76 - $164,492.64 Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 to eligible employees.