Job Summary

Job Description

Core Responsibilities

• • Own and execute customer retention strategy across inbound and outbound channels

  • Drive achievement of retention goals, save rate performance, churnreduction, andrevenue preservation, and sales of value-add solutions

  • Provide overall leadership and direction to Business Class Retention / RAE teams

  • Ensure consistent and effective use of marketing campaigns, save offers, and retention programs

  • Oversee daily retention operations including work queues, call handling, and systemutilization

  • Establish performance management routines including KPIs, dashboards, and operating reviews

  • Track, analyze, and report retention performance, trends, and customer feedback

  • Oversee call quality, monitoring, coaching, and training programs for retention teams

  • Develop and execute coaching strategies to improve negotiation, objection handling, and solution-saving skills

  • Improve retention processes, workflows, and operational efficiencies

  • Ensure compliance with policies, procedures, and offer governance standards

  • Collaborate with Sales, Operations, Finance, IT, Legal, and other partners to resolve complex customer issues

  • Serve as escalation leader for high-impact or complex customer retention cases

  • Drive a positive, high-performance culture aligned to customer experience and sales objectives

  • Hire, develop, coach, and evaluate leaders and frontline retention staff

  • Analyze retention drivers, disconnect reasons, and market intelligence to inform strategy

  • Support departmental budgeting, resource planning, and capacity alignment

  • Exercise independent judgment in matters of operational and customer significanceSharessuccesses andnew ideaswith team members to achieve both individual and team goals.

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

Compensation

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. 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. Thats 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 on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Certifications (if applicable)

Relevant Work Experience