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. 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. Other duties and responsibilities as assigned. Qualifications Bachelor's Degree (preferred; experience and coursework may be considered). 5–7 years of relevant work experience. Skills in Communication, Customer Experience (CX), Leadership, Net Promoter Score (NPS), and Planning. Must be able to work nights, weekends, and variable schedules as necessary. Benefits We provide an array of options, expert guidance, and always‑on tools that are personalized to meet the needs of your life. Please visit the benefits summary on our careers site for more details. Equal Employment Opportunity 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. #J-18808-Ljbffr