Manager, Customer Service Strategy & Ops
On-site · Manchester, New Hampshire, United States or Berlin, Connecticut, United States
Job Summary
Lead and shape the customer service strategy and operating model for Comcast's customer experience function, owning the CX performance framework and alignment with enterprise goals. Responsibilities include providing leadership across customer service operations, managing performance, workforce optimization, service delivery, and budgeting; driving data-driven decisions using analytics to improve efficiency, satisfaction, loyalty, and NPS; developing and operationalizing CX metrics that link to business KPIs; cross-functional collaboration with Operations, Retail, Tech Ops, and CX to address root causes of customer friction and deliver systemic improvements; mentoring supervisors and staff, coaching, and setting performance expectations; and adapting plans to evolving business needs while upholding company principles and policies. Skills highlighted include leadership, CX strategy, NPS management, planning, communication, data analysis, performance management, and cross-functional partnership.
Required Qualifications
- Bachelor's Degree
- 5-7 years relevant work experience in customer service or CX
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