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 excell