Manager, Sales Support - Enterprise (Hybrid - Night Shift)

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Responsible for leading the day-to-day operations of the GES Sales Support organization, providing strategic leadership across multiple operational workstreams, including Sales Support, Enterprise Customer Advocacy Services (ECAS), and Enterprise Sales Systems Support (ESSS). Provides leadership to Supervisors and maintaining operational oversight of support teams with varying responsibilities, processes, and business priorities. Responsible for operational execution, workforce performance, employee development, fiscal reporting performance, process governance, change management, and continuous improvement initiatives. Partners with cross-functional organizations to ensure operational readiness, improve customer experience, drive operating efficiencies, and achieve business objectives. Oversees communication and collaboration between functional teams to support operational success and organizational alignment.

Core Responsibilities Lead daily operations of multiple Enterprise Sales Support workstreams, ensuring service level agreements (SLAs), productivity, quality, and customer experience objectives are consistently achieved. Provides operational oversight across Sales Support, ECAS, and ESSS teams with varying business responsibilities, processes, and priorities. Lead, coach, and develop Supervisors through regular coaching conversations, performance management, career development, succession planning, and leadership development. Support Supervisors in coaching and developing frontline employees while promoting accountability, career conversations, engagement, and operational excellence. Maintain expert knowledge of Enterprise Sales Support processes, products, systems, tools, and operational workflows. Ensure consistent execution of business processes, operational procedures, governance standards, and company policies. Monitor workload distribution, staffing, queue management, and operational performance to ensure balanced resources and timely completion of work. Analyze operational, financial, and performance data to identify trends, risks, and opportunities that support business decisions. Support fiscal reporting, operational forecasting, workforce planning, and executive reporting by monitoring business performance, productivity, staffing, and key operational metrics. Generate operational dashboards, daily activity reports, trend analysis, and executive-level reporting to communicate organizational performance and business recommendations. Maintain operational reporting, forecasting, and performance analysis to support leadership decision-making. Partner with Sales, Operations, PMO, Engineering, and other cross-functional organizations to improve reporting, operational performance, and business outcomes. Lead and support process improvement initiatives that increase operational efficiency, simplify workflows, reduce manual effort, and improve the customer and employee experience. Own operational initiatives from planning through implementation, ensuring successful execution, measurable results, and sustainable process improvements. Support operational readiness for new products, systems, tools, and organizational initiatives through communications, testing, validation, implementation planning, and cross-functional collaboration. Partner with Training to develop onboarding,