Manager, Customer Service Strategy & Ops

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.

• 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.

• 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.

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.

• 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 on our careers site for more details.

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.

5–7 Years