Manager Premium Dedicated Support Engineer Operations

Job Locations UK-London


Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.


We offer a dynamic, flexible work environment with competitive salary and benefits package. The challenges we solve are serious, but we’re not. We have fun every day because we love what we do. We are on a mission to shape the future of television and this is your chance to be part of it. Want to join the team that’s already thinking about what TV is going to look like five years from now? Apply here!


Life is short. Work someplace great!


We are searching for a premium customer engineer manager for our rapidly evolving customer operations teams. The ideal candidate will be a blend of effective team coach, excellent customer engagement manager, and data-driven and business-process wonk. This individual will have a demonstrable history of success in the services industry and proven track record of driving innovative service solutions.



Premium customer engineer manager will be fully responsible for managing a premium support team which deliver a white glove service supporting key strategic Comcast international customers in their day to day operational activities.

As Manager you will be directly involved in the hiring, on-boarding, and career development of the organization’s most important resources: its people.

This role will primarily involve ensuring the team quickly and efficiently responds to inbound technical support issues, It will further involve defining support processes and procedures and in depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action.

Premium customer engineer manager will be responsible for ensuring the correct elevation of issues from the premium support team to the global operations team, they will further be responsible for ensuring that these issues, once resolved, are correctly communicated to the premium support team team and in turn communicated out to the key strategic comcast international customers.

Premium customer engineer manager will also responsible for


  • Creating a nurturing space where team members can contribute to the group’s advancement and pursue their own individual development.
  • Engaging customers and develop functional relationships.
  • Collaborate with delivery team for projects’s handover, with customer success and service delivery team to ensure high quality service.
  • Participate in policy management, maintenance, and the creation of standards across teams.
  • Use data and metrics to interpret customer experiences, forecast demand, and effectively position the teams.­
  • Advance the current suite of KP­Is to lead the team to deliver excellent customer experience.

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.  Some travel, 10-25%, will be needed. On-call rotational work on some nights, weekends, and during live events will be needed.


  • At least 5+ years of successful team management and direct leadership of creative problem solvers.
  • A bachelor’s degree or equivalent experience.
  • Required background in computer software with preference toward SAAS. 
  • Advanced experience with a CRM ticketing system, ie. Zendesk, Great Plains, Service Now, Jira.
  • Demonstrable experience understanding technical and engineering concepts, and translating them in simplified form.
  • Experience hiring, training, and prepar­ing Support team members for success.
  • A service mind-set coupled with a deep need to solve problems.
  • A full resume will help us match your experience to our business needs. A targeted cover letter would be appreciated.


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