Manager, Customer Service Strategy & Ops

Responsibilities

• Formulate customer service strategies that align with corporate objectives and national goals.
• Manage and control the customer service function's operating budget to optimize costs and drive profit.
• Provide leadership across operations, including performance management, workforce optimization, and service delivery.
• Own Customer Experience (CX) performance, with direct accountability for Net Promoter Score (NPS) outcomes and trend analysis.
• Leverage data and statistical analysis to drive operational decisions and improve efficiency.
• Partner cross-functionally with Operations, Retail, and Tech Ops to address customer friction and deliver systemic improvements.
• Mentor and develop supervisors and professional staff, establishing clear performance expectations.
• Monitor productivity, quality, and transactional compliance to ensure consistent service performance.

Requirements

• 5-7 years of relevant work experience in customer service strategy or operations.
• Strong leadership skills with experience mentoring professional staff.
• Proficiency in data and statistical analysis to inform service strategies.
• Proven experience in strategic planning and program administration.
• Bachelor's Degree preferred.

Benefits

• Personalized support options to help you care for your physical, financial, and emotional well-being.
• Expert guidance and always-on tools to support you through major life milestones and everyday life.

About the Company

Comcast brings together the best in media and technology, driving 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 businesses and create career opportunities across a wide range of locations and disciplines.