Director 1, Customer Service Strategy & Operations

Comcast Careers

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

Leads the Quality Insights & Optimization function for Customer Service Operations, serving as the strategic lead for HeroAssist/Cresta conversational intelligence, adoption analytics, and value realization. Partners closely with Operations leadership to establish and evolve a next-generation Quality Operating Model that integrates AI-driven insights into performance management and operational decision-making. Responsible for advancing the transition from traditional quality measurement to AI-enabled quality management, improving customer experience, employee performance, and business outcomes.

Job Description

Responsibilities:

Leads the Quality Insights & Optimization function, providing strategic direction for quality measurement, conversational intelligence, analytics, and continuous improvement initiatives.

Serves as the Customer Service Operations lead for HeroAssist/Cresta capabilities, driving adoption, optimization, performance measurement, and value realization.

Partners with Operations leadership to design, implement, and scale the Quality Operating Model, ensuring insights are translated into sustainable operational improvements.

Establishes governance, standards, calibration processes, and reporting frameworks that support consistent quality management practices across the organization.

Develops and executes the roadmap for AI-enabled conversational insights, and operational optimization.

Oversees the development of insights, dashboards, and analytics that identify opportunities to improve customer experience, employee performance, and business results.

Defines success metrics and measurement frameworks to evaluate the effectiveness of quality programs, AI capabilities, and optimization initiatives.

Partners across Operations, Product, Technology, Analytics, and Vendor Management teams to drive cross-functional alignment and business impact.

Provides executive-level reporting, recommendations, and thought leadership on quality performance, customer experience trends, operational effectiveness, and AI value realization.

Leads and develops a high-performing team responsible for quality insights, governance, analytics, and optimization.

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.

Skills

Continuous Improvement, Customer Experience (CX), Net Promoter Score (NPS)

Compensation

This job can be performed in Colorado, Illinois, Maryland, Minnesota, and Washington with a Pay Range of $122,474.54 - $229,639.77. This job can be performed in California with a good faith estimated pay range upon hire of $110,227.09 USD - $204,124.24.Comcast intends to offer the selected candidate base pay within the posted range for this role at the time of posting dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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.

Education

Bachelor's DegreeWhile 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.

Certifications (if applicable)

Relevant Work Experience

10 Years +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.