Manager, Customer Service Strategy & Ops

Comcast • Berlin, CT • 5h ago

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.

Job Summary

This job is responsible for formulating customer service strategies that align with corporate objectives. It involves managing and controlling the customer service function's operating budget. The role contributes to profit objectives by optimizing customer service costs.

Job Description

Responsibilities:

Provide leadership across customer service operations, including performance management, workforce optimization, and service delivery execution

Leverage data and statistical analysis to drive operational decisions, improve efficiency, and inform service strategies

Plan and administer customer service programs aligned to national objectives and enterprise-wide goals

Ensure adherence to company policies, procedures, and service standards while maintaining operational integrity

Monitor productivity, quality, and transactional compliance to ensure consistent service performance

Own Customer Experience (CX) performance, with direct accountability for Net Promoter Score (NPS) outcomes, trend analysis, and continuous improvement initiatives

Translate customer feedback, NPS drivers, and journey insights into measurable actions that improve satisfaction, loyalty, and retention

Establish and operationalize CX metrics, ensuring alignment between NPS performance, frontline behaviors, and business KPIs

Partner cross-functionally (Operations, Retail, Tech Ops, CX) to address root causes of customer friction and deliver systemic improvements across touchpoints

Drive a culture of customer-centricity by embedding CX priorities into performance management, coaching, and service standards

Mentor and develop supervisors and professional staff, establishing clear performance expectations tied to operational and CX outcomes

Adapt departmental plans and processes to address evolving business needs and enhance service delivery

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

Other duties and responsibilities as assigned.

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.

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.

Skills:

Customer Experience (CX); Leadership; Net Promoter Score (NPS); Planning; Communication

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 (https://jobs.comcast.com/benefits) 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

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