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.

Job Summary

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.

Job Description

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, cross-training, and ongoing learning strategies that strengthen employee knowledge and operational consistency.

• Guide leaders and employees through organizational changes while supporting adoption of new processes, systems, and business initiatives.

• Maintain a high level of technical expertise and operational knowledge to support business initiatives, customer needs, and organizational priorities.

• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime as business needs require.

• Perform other duties and responsibilities as assigned.

Skills:

• Leader of leaders: Proven experience directly leading and developing multiple Supervisors/Team Leaders—not just frontline employees.

• Developing leadership capability: Able to elevate Supervisors, build their confidence and decision-making, and coach them to independently lead their teams.

• Accountability: Strong track record of setting clear expectations, addressing performance gaps, navigating difficult conversations, and driving measurable improvement.

• Culture & engagement: Experience intentionally building a high-performing, connected culture while continuing to raise expectations and results.

• Turnaround leadership: Proven examples of inheriting an underperforming team or operation and improving performance.

• Leadership presence: Confident communicator who can operate effectively with frontline teams, peer leaders, senior leadership, and cross-functional partners.

• Peer leadership & partnership: Ability to collaborate closely with peer leaders to elevate the organization as a whole, create efficiencies, drive consistency, and ensure accountability across teams.

• KPI ownership: Experience creating, refining, maintaining, and utilizing KPIs to drive performance, identify gaps, and measure results—with the ability to continually reassess whether the right metrics are in place and adjust as the business evolves.

• Change leadership: Comfortable leading through ambiguity, organizational change, new processes, and evolving priorities while creating buy-in.

• Strategic + operational: Able to step above the day-to-day, identify trends and risks, and develop a plan—not just manage queues and daily execution.

• Ownership: Someone who sees an issue, takes accountability, develops a solution, and drives it through execution without needing constant direction.

• Global leadership: Experience supporting U.S./Australia or other global stakeholders preferred.

Requirements:

• Must have at least 6-8 years of relevant leadership experience in a fast-paced environment, leading other leaders (team leaders/supervisors/managers)

• Strong leadership, communications, and performance management skills.

• With a proven track record in change management and improving underperforming teams.

• Comfortable with navigating difficult conversations.

• Strong critical thinking and coaching skills.

• Experience in the use of Salesforce CRM.

• Experience with the use of ordering tools is preferred.

• Must be able to work during the night shift and extended hours.

• Able to work on a hybrid work setup in Ortigas Center, Pasig City.

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.

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.

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 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.

Certifications (if applicable)

Relevant Work Experience

5-7 Years

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.