Senior Vice President, Customer Service Operations

Comcast • Atlanta, GA

1d • Hybrid

About The Position

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.

Requirements

• 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.
• Master's Degree
• 15 Years + Relevant Work Experience

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive