Senior Vice President, Customer Service Operations

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

The Senior Vice President (SVP) of Customer Service Operations is a critical enterprise leader with end-to-end accountability for customer-facing contact center operations across all Residential channels, including Base Management, Acquisition, 3rd-Party Vendor Management & Shared Services, Communities, and Operations & Implementation. Leading approximately 6,000 internal employees and 30,000 external vendor partners, this role requires exceptional people leadership and the ability to influence at scale. The SVP drives operational excellence, growth, and customer loyalty by aligning strategy, technology, workforce models, and partner ecosystems to deliver a seamless, high-quality customer experience. The SVP leads a diverse organization of executive leaders and partners closely with these teams Growth, Sales, Product, Technology, Finance, HR, Labor, Analytics, and external vendor partners to execute against business priorities, improve performance, and enable sustainable growth. Preferred work location for this position is Philadelphia, PA (will additionally consider talent to be based in Atlanta or Manchester)

Job Description

Key Responsibilities

Enterprise Operations & Strategy

• Develop and execute an integrated customer operations strategy that maximizes retention, acquisition, satisfaction, and lifetime value across all customer segments and channels.
• Translate enterprise priorities into clear operational plans, performance metrics, and execution roadmaps.
• Establish a culture of accountability, continuous improvement, and customer-first decision-making.

Base Management, Retention & Lifecycle Optimization

• Oversee inbound contact center operations supporting account management, retention, troubleshooting, and specialty queues.
• Drive proactive churn reduction strategies, retention initiatives, and lifecycle optimization efforts informed by customer insights and data.
• Partner with Marketing, Product, and Analytics to identify trends, risks, and opportunities impacting customer tenure and value.
• Sales & Acquisition Enablement
• Lead new customer acquisition operations across contact centers, digital channels, and queues to deliver scalable, high-quality sales outcomes.
• Optimize sales through HERO Assist, coaching, performance management, and tool enablement to improve first-call resolution and customer satisfaction.
• Ensure strong alignment between sales execution and customer experience standards.

Vendor Management & Workforce Strategy

• Own the enterprise 3rd-party vendor management strategy, including performance management, cost optimization, CX outcomes, risk mitigation, and compliance.
• Lead enterprise-wide workforce management, forecasting, capacity planning, and scheduling to ensure operational readiness and financial discipline.
• Drive vendor and workforce transformation initiatives leveraging analytics, automation, and process simplification.

Communities

• Provide dedicated leadership and operational support for Communities and multifamily environments, partnering with internal teams and external stakeholders.
• Execute strategies that elevate undisputed quality, improve service delivery, and enhance loyalty across residential communities.
• Enable partner teams with the tools, insights, and processes required to deliver consistent, high-impact results.

Operational Excellence & Implementation

• Lead operational execution of strategic initiatives, ensuring disciplined implementation, change adoption, and measured outcomes.
• Drive process optimization, technology adoption, and digital enablement to simplify customer journeys and improve efficiency.
• Oversee dashboards and performance metrics to monitor results, identify risks, and course-correct in real time.

Customer Experience, Quality & Risk Management

• Set enterprise CX standards across internal and partner operations, driving consistency and excellence across all channels.
• Ensure strong governance of data, cybersecurity, fraud, and compliance risks related to customer operations.
• Champion design and delivery of customer experiences that are reliable, simple, and intuitive.

Leadership & Talent Development

• Lead, inspire, and develop a high-performing executive team, fostering collaboration, inclusion, and accountability.
• Build strong succession pipelines and invest in talent development to support future growth and transformation.
• Serve as a visible and trusted leader across the enterprise, reinforcing values and culture.

Qualifications & Experience

• 15+ years of progressive leadership experience in large-scale customer operations, contact centers, sales, or service environments.
• Proven success leading complex, multi-function organizations with both internal and external workforces.
• Strong experience in contact center leadership, vendor management, workforce strategy, CX transformation, and data-driven decision-making.
• Demonstrated ability to partner across functions and influence senior leaders to deliver enterprise outcomes.

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.

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.

Skills:

Service Operations; Customer Service Operations; Customer Service

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

Master'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.

Relevant Work Experience

15 Years +