Enablement Manager
Comcast · Philadelphia, PA
- On site
- Full-time
- $100,000 / year
- Philadelphia, PA
Job highlights
- Lead AI coaching platform adoption and optimization.
- Transform frontline performance with data insights.
- Drive measurable results in customer experience.
- Influence leaders with data-driven coaching.
- Shape future coaching delivery at Comcast.
About the role
Job Summary
At Comcast, we’re transforming how frontline teams perform—and this role is at the center of that evolution. As the Enablement Manager, you will lead the adoption and optimization of HeroAssist, an AI-powered coaching platform designed to elevate performance, accelerate onboarding, and drive more consistent, high-quality customer experiences. This is a hands-on, high-impact individual contributor role—perfect for someone who leads through influence, insights, and execution rather than direct people management. You’ll play a critical role in shaping how coaching is delivered across the business by connecting technology, data, and frontline leadership.
Lead the Future of AI-Driven Coaching & Performance
This is a unique opportunity to work on a cutting-edge AI initiative that is transforming how coaching is delivered across the business while gaining exposure to a high-priority, enterprise-wide transformation. In this role, you will directly influence customer experience and frontline success at scale, operating in a fast-paced, action-oriented environment where your contributions drive meaningful, measurable results. More than supporting change, you will lead it—leveraging your ability to drive adoption, elevate coaching practices, and unlock performance through AI-powered insights to help shape the future of how Comcast delivers exceptional customer experiences.
What You’ll Do
- Drive adoption and sustained engagement of the HeroAssist platform across frontline and partner teams.
- Translate AI-powered insights into practical workflows, coaching strategies, and measurable business outcomes.
- Enable leaders to deliver more precise, data-driven coaching using real-time insights and behavioral trends.
- Design and facilitate scalable learning experiences that build leader capability and confidence.
- Develop job aids, coaching frameworks, and guidance to ensure consistency and quality.
- Analyze adoption, engagement, and performance data to identify gaps and drive targeted improvements.
- Partner cross-functionally to enhance the platform and improve the overall end-user experience.
- Support deployment readiness through UAT participation, testing, and rollout execution.
What You Bring
- Experience in frontline operations, customer experience, or call center environments.
- Proven expertise in coaching, performance management, or learning & enablement.
- Experience driving tool adoption, process improvement, or operational transformation initiatives.
- Strong ability to turn data and insights into actionable strategies that improve performance.
- Experience with tools such as PowerPoint, Jira, MyPerformance, or similar.
Critical Capabilities
- Ability to influence without authority and drive alignment across diverse stakeholders.
- Strong change management mindset with comfort navigating ambiguity.
- Advanced analytical thinking and problem-solving skills.
- Excellent communication and facilitation skills.
- A balance of strategic thinking and hands-on execution.
- High level of ownership, agility, and accountability.
What Success Looks Like
In your first 90 days, you will:
- Deliver high-quality enablement materials, including job aids and coaching guides.
- Train and guide leaders on effective use of HeroAssist.
- Evaluate early adoption trends and identify improvement opportunities.
Within Your First Year, You Will:
- Be recognized as a trusted advisor on coaching effectiveness and tool optimization.
- Deliver data-driven insights that improve business outcomes and user experience.
- Drive measurable improvements in adoption, coaching consistency, and frontline performance.
Who You’ll Partner With
- Operations Leadership: Embed HeroAssist into daily workflows and strengthen coaching effectiveness through data-driven insights.
- Enablement & Activation Teams: Co-create training, tools, and reinforcement strategies to support adoption and capability building.
- Vendor & Partner Teams: Align on adoption standards, share best practices, and drive consistency across teams.
- Implementation & Success Managers: Support deployment readiness, UAT, and continuous platform improvement.
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
- Customer Experience (CX)
- Problem Analysis
- Change Management
- Analytical Thinking
- Strategic Thinking
- Communication
- Influencing Change
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
Key skills/competency
- AI Coaching Platforms
- Frontline Operations
- Customer Experience
- Performance Management
- Learning & Enablement
- Change Management
- Data Analysis
- Stakeholder Management
- Process Improvement
- Strategic Execution
Skills & topics
- Enablement Manager
- AI Coaching
- Customer Experience
- Performance Management
- Frontline Operations
- Learning and Development
- Change Management
- Data Analysis
- Strategic Planning
- Comcast
- HeroAssist
- Call Center
How to get hired
- Tailor your resume: Highlight experience in customer experience, coaching, and AI tool adoption.
- Showcase impact: Quantify achievements in performance improvement and operational transformation.
- Demonstrate capabilities: Emphasize influencing skills and managing change in your application.
- Prepare for interviews: Be ready to discuss data-driven strategies and cross-functional collaboration.
- Research Comcast: Understand their focus on innovation and customer experience.
Technical preparation
Familiarize with AI coaching concepts.,Practice data analysis and interpretation.,Understand UAT and testing processes.,Study coaching frameworks and best practices.
Behavioral questions
How do you influence without direct authority?,Describe managing change in ambiguous environments.,How do you translate data into actionable strategy?,Share an example of balancing strategy and execution.
Frequently asked questions
- What is the primary goal of the Enablement Manager role at Comcast?
- The primary goal of the Enablement Manager at Comcast is to lead the adoption and optimization of HeroAssist, an AI-powered coaching platform, to enhance frontline team performance, accelerate onboarding, and improve customer experiences.
- What kind of experience is most valuable for this Enablement Manager position at Comcast?
- Comcast values experience in frontline operations, customer experience, or call centers, coupled with expertise in coaching, performance management, or learning & enablement. Experience driving tool adoption and operational transformation is also highly relevant.
- How does Comcast utilize AI in this Enablement Manager role?
- Comcast utilizes AI through the HeroAssist platform, which provides real-time insights and behavioral trends to enable leaders in delivering more precise, data-driven coaching, ultimately improving frontline performance and customer experience.
- Is this Enablement Manager role at Comcast focused on people management?
- No, this is described as a hands-on, high-impact individual contributor role. The focus is on leading through influence, insights, and execution rather than direct people management.
- What are the key skills required for the Enablement Manager at Comcast?
- Key skills include the ability to influence without authority, change management, advanced analytical thinking, problem-solving, excellent communication, facilitation, strategic thinking, and hands-on execution.
- How will success be measured for the Enablement Manager in the first year at Comcast?
- Success in the first year involves being a trusted advisor on coaching and tool optimization, delivering data-driven insights that improve business outcomes, and driving measurable improvements in adoption, coaching consistency, and frontline performance.
- What kind of partnerships will the Enablement Manager engage in at Comcast?
- The Enablement Manager will partner with Operations Leadership, Enablement & Activation Teams, Vendor & Partner Teams, and Implementation & Success Managers to integrate HeroAssist, co-create strategies, and ensure platform improvement and consistency.