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Job Summary

The Escalation Project Manager, Telecom Delivery serves as the primary customer contact for assigned escalated service delivery issues and owns the complete project lifecycle (approval, planning, execution, and closeout) for moderately to highly complex efforts. The role drives end‑to‑end outcomes—intake and assessment, cross‑functional technical coordination, budget/schedule management, stakeholder communications, risk/issue/change control, and resolution/closure. In high‑impact situations, this role builds credibility and trust by demonstrating structure, accountability, and clear ownership while orchestrating work across Network Engineering, NOC/Operations, Field Services, Carrier Management, vendors/partners, and customer stakeholders.

Job Description

Core Responsibilities

Customer-Facing Escalation Leadership

Serve as the primary customer contact for assigned escalated service delivery issuesOwn customer communication throughout the escalation lifecycle, including:Acknowledgment and initial responseOngoing status updatesRisk and timeline communicationResolution confirmation and closureLead customer escalation calls and serve as the point of coordination between the customer and internal teamsBuild credibility and trust by demonstrating structure, accountability, and clear ownership during high impact situations

Escalation Intake, Assessment & Ownership

Receive and assess escalated issues related to service delivery, such as:Circuit provisioning delaysField installation or turn‑up failuresNetwork configuration or readiness issuesDependencies involving carriers, vendors, or site readinessIndependently evaluate scope, urgency, technical impact, and customer riskDetermine required cross-functional engagement and drive alignment across teamsOwn the escalation from intake through resolution, including closure documentation and follow-up

Telecom Delivery & Technical Coordination

Lead cross-functional coordination across:Network EngineeringNetwork Operations / NOCField ServicesCarrier ManagementVendors and partnersManage and sequence telecom delivery activities tied to escalated sites or accounts, including:Circuit ordering, provisioning, and delivery coordinationNetwork configuration, testing, and cutover readinessHardware deployment and field installation schedulingIdentify and manage technical dependencies and risks that could impact resolution timelines

Escalation Tracking, Risk & Issue Management

Maintain detailed escalation plans, timelines, and action itemsIdentify critical path activities and actively manage risks to resolutionEscalate blocking issues or decision points to senior project or program leadership when neededEnsure escalations are documented accurately in project and escalation tracking tools

Stakeholder Communication & Reporting

Provide clear, executive-ready updates to internal stakeholders on escalation status, risks, and mitigation plansPrepare escalation summaries, timelines, and root cause analyses as requiredSupport or lead escalation review forums and post-incident reviewsEnsure alignment across technical, operational, and customer-facing teams

Process Improvement & Team Contribution

Identify recurring escalation drivers and systemic delivery issuesProvide input into escalation playbooks, workflows, and best practicesSupport continuous improvement initiatives related to telecom delivery and escalation managementInformally mentor or support Project Manager 1–2 team members on escalation handling and execution

Scope & Complexity

Manages moderate to high-complexity telecom escalationsOwns escalations independently with limited oversightExercises judgment in prioritization, communication, and coordination decisionsNo direct people or budget management responsibility

Required Technical & Professional Skills

Telecom & Technical Skills

Solid understanding of telecom and network delivery concepts, including:WAN / LAN connectivityCircuit provisioning and activation processesNetwork hardware deployment and turn‑upField installation and cutover activitiesVoIP technologiesCybersecurity productsAbility to understand, document, and explain technical issues to both technical and non‑technical audiencesFamiliarity with carrier dependencies, vendor coordination, and site readiness constraints

Project & Escalation Management Skills

Proven ability to manage complex issues across multiple teamsStrong planning, tracking, and risk management skillsExperience using project management, escalation, or ticketing toolsComfort operating in high-visibility, time-sensitive situations

Customer & Interpersonal Skills

Strong customer-facing communication and presentation skillsAbility to remain composed and decisive during escalationsCollaborative, accountable, and solution-oriented mindsetAbility to influence without authority

Employees at All Levels Are Expected To

Understand and apply company operating principlesOwn the customer experience, especially during escalated situationsWork collaboratively across teams and disciplinesSupport a culture of inclusion, accountability, and continuous improvementDo what’s right for customers, colleagues, and the business

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 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.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and 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.

Relevant Work Experience

5-7 Years