Comcast

Manager, Customer Service Strategy & Ops

Comcast$90K — $120K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in a relevant field required; equivalent experience may be considered.
  • 5-7 years of leadership experience in customer service or similar roles.
  • Strong understanding of customer experience metrics, specifically Net Promoter Score (NPS).
  • Proficiency in data analysis and leveraging statistical methods for operational decisions.
  • Excellent communication and team collaboration skills required.

Responsibilities

  • Lead and manage customer service operations and staff performance.
  • Use data and analytics to enhance efficiency and develop service strategies.
  • Administer customer service programs in line with corporate goals.
  • Ensure compliance with company standards and enhance service integrity.
  • Monitor team productivity and quality of service delivery for consistent performance.
  • Accountable for improving customer experience and driving NPS results.
  • Collaborate with cross-functional teams to address customer pain points and optimize service touchpoints.

Benefits

  • Comprehensive support programs for physical, financial, and emotional well-being.
  • Options for personalized guidance to assist with major life milestones.
  • Resources aimed at fostering a culture of inclusion and team collaboration.
Full Job Description
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 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.


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
Communication, Customer Experience (CX), Leadership, Net Promoter Score (NPS), Planning

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 benefits summary on our careers site for more details.

Education
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.

Certifications (if applicable)

Relevant Work Experience
5-7 Years

About Comcast

FreeWheel manages the economics of content for the enterprise class of entertainment, offering technical infrastructure for revenue rights management and business operations, wrapped in advisory services. They offer advertising sales rights, display, video, mobile ad management, contract management, professional content, ad serving, reporting, analytics, technology, services, advisory services, business operations, programmatic advertising, advertising marketplace, and linear, and online advertising.

Comcast Careers

Joining Comcast means becoming part of a dynamic team committed to shaping the future of media and technology. As a leading company in entertainment, communications, and technology, Comcast offers unparalleled job opportunities designed to foster professional growth and innovation. Work You’ll Do At Comcast, you’ll be part of a culture that cherishes diversity, leadership, and innovation. Our team is at the forefront of the industry, leading changes that redefine how people connect and experience content across the globe. Transform your career with a company that is committed to your professional development. Comcast offers a variety of positions across multiple fields, where your skills will be honed for leadership roles and your career aspirations supported by comprehensive training programs. Join Our Leading Team Be part of a team that values creativity and diversity. Comcast’s commitment to inclusive culture and diversity training ensures that every team member’s voice is heard and valued. This approach not only enhances our work environment but also drives our leadership in the competitive tech industry. Innovate with Us Engage in work that matters with a team of over 100,000 employees worldwide. At Comcast, innovation isn’t just another buzzword—it's at the core of everything we do. From developing groundbreaking technology to reimagining how our customers experience entertainment and communication, your work will influence millions. Internship and Employment Opportunities Start your career with a Comcast internship, where you’ll gain invaluable industry experience, network with professionals, and develop skills that will benefit you throughout your career. For those seeking full-time positions, Comcast’s hiring process is designed to find not just the right skills but the right fit for our culture of growth and innovation. Benefits and Growth Comcast is dedicated to the well-being and advancement of our team members. Enjoy a wealth of benefits that support both your professional and personal life, including health, wellness, and retirement plans. Our employees are encouraged to pursue continuous growth through professional development opportunities and leadership training. Stay Connected Join the Comcast Team Explore job opportunities that match your skills and interests. We are always looking for passionate, curious, and solution-driven team players. Search Comcast jobs today and find out where your career could take you. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Read Careers Blog Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Comcast. By joining Comcast, you’re not just finding a job—you’re joining a community of innovators who are passionate about creating extraordinary experiences for our customers and for each other.
Learn more about Comcast
Size
31,000 employees
Market Cap
$149.9 billion
Industry
Net Income
$10.5 billion
Founded
1963
5 Year Trend
+7.6%
Revenue
$103.5 billion
NASDAQ

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