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Job Summary

Job Description

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 organizations 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 groups 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.

As a leader of some of our core teams, you will have direct influence over how these valued customers experience the FreeWheel brand. A core function will be the close oversight and management of our operational processes to ensure efficient operation, timely execution, and risk elimination. Customer experience is the most valuable asset we have, and your role is to make it good, better, and finally best in a way that is approachable, replicable, and meaningful in a globally distributed operating environment.

• Utilizing datasets, analysis, and evidentiary reporting, maintain and improve support operations utilizing provided operating metrics.
• Identify issues which may negatively impact customer experience. Suggest and implement solutions if local to support, participate in cross-departmental working groups if not.
• 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 bachelors 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.

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 EOE/Veterans/Disabled/LGBT employer.

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Comcast is proud to be 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.

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

2-5 Years

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