Manager, Voice Editorial Operations

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

Job Summary

Voice Editorial provides operational support for voice discovery on global platforms. The team improves how customers find content by managing voice discovery inputs (onscreen voice discovery tests, transcription overrides, annotations, synonyms, app voice enablement, and search editorial tool updates). The work is high-impact, fast-moving, and highly cross-functional, with strong ownership of quality, documentation, and operational rhythms.

Job Description

This position is ineligible for visa sponsorship.  To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.

Core Responsibilities

• Encourages and promotes teamwork and sets a professional tone for staff.
• Manages a team of voice editors. Recruits, hires, trains and develops department personnel. Provides direction to the department regarding corporate, division and regional goals, business plans and initiatives. Establishes and communicates clear direction and priorities to the team and direct reports. Monitors the team execution of functions and the adherence to established policies.
• Monitors voice editorial operations metrics to ensure alignment to business objectives; shares metrics with key stakeholders via dashboards and quarterly operations readouts.
• Coordinates ticket-driven intake/triage via Jira Kanban board
• Ensures that the team creates and maintains documentation that the Voice Editorial team can use as best practices guide.
• Establishes and maintains productive working relationships with internal stakeholders and team members
• 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.

Skills/Tools (bold items are must-haves, the rest are nice-to-haves)

• Leadership
• Operational execution and prioritization
• Escalation/incident handling
• Cross-functional stakeholder management
• Organizational skills with a bias toward consistency and quality
• Process improvement and documentation
• Search/discovery domain exposure
• Familiarity with the Voice product
• Media/entertainment expertise
• Jira
• Confluence
• Microsoft 365
• Slack
• Internal tools (Corti, Insomnia, Looker)

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:

Forward Thinking; Cross-Team Collaboration; Team Leadership; Stakeholder Management; Strategic Thinking; Organizing

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. 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.

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

5-7 Years