Manager,CustomerServiceStrategy&Ops

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 perfo