SVP, New Customer Acquisition - Contact Center 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

We are seeking a high-impact, strategic leader to serve as SVP of New Customer Acquisition – Contact Center Operations, overseeing a large-scale, performance-driven organization of over 1,750 team members. This role is responsible for driving revenue growth, customer experience, and employee engagement across both internal and vendor-led sales operations. The ideal candidate will bring a strong track record of inbound and outbound sales leadership, operational excellence, and transformational change.

Job Description

Key Responsibilities:

• Sales Strategy & Performance: Lead the development and execution of sales strategies to drive the full suite of strategic products and services inclusive of Xfinity Mobile (XM), Xfinity Internet, as well as maximizing Revenue Per Call. Monitor and improve sales agents close rate performance across inbound channels ensuring each call is optimized.

• Operational Leadership: Oversee a team of 1,500+ frontline agents and 150+ managers/supervisors, ensuring alignment to performance goals, coaching culture, and operational excellence.

• Vendor Management: Drive performance and accountability across Voice, Chat, and Outbound vendor partners. Outbound channel is 100% outsourced. Ensure consistent standards and outcomes.

• Coaching & Culture: Foster a culture of coaching, recognition, and continuous improvement. Empower leaders and agents to exceed performance expectations through development and engagement.

• Employee Engagement: Build a high-trust, high-impact environment that values frontline feedback, celebrates success, and supports career growth. Champion initiatives that improve sales results, employee retention, morale, and connection to purpose.

• Collaboration & Influence: Partner cross-functionally with HR, Go-To-Market, Operations, and Analytics teams to ensure alignment and execution. Serve as a key collaborator and motivator across the organization.

• Change Leadership: Lead through transformation with clarity and empathy. Effectively manage change across teams and partners, ensuring alignment, adoption, and sustained performance.

• Data & Analytics: Leverage analytics to identify trends, optimize sales tactics, and inform operational strategic decisions. Collaborate with internal partners to ensure insights are actionable and aligned with business goals.

• Second Swing Initiative: Champion the “Second Swing” strategy across inbound and outbound teams, enabling follow-up sales opportunities and maximizing conversion.

​Qualifications:

• Proven senior leadership experience in high-volume sales or contact center environments, with a track record of leading large, distributed, virtually based teams and delivering measurable business results.

• Demonstrated success in driving performance through a coaching-centric culture, employee engagement strategies, and frontline enablement.

• Advanced analytical and strategic thinking skills, with the ability to interpret complex data, identify trends, and translate insights into actionable operations execution strategies.

• Extensive experience managing vendor relationships, including outsourced sales operations, with a focus on performance accountability, quality assurance, and alignment to internal standards.

• Exceptional communication and collaboration abilities, with a strong executive presence and the ability to influence cross-functional stakeholders.

• Proven change leadership capabilities, including leading through transformation, managing organizational change, and driving adoption of new processes and technologies.

• Strong understanding of AI and data enablement in sales environments, with experience leveraging technology to improve customer experience and sales outcomes.

• Commitment to employee development and engagement, with a history of building high-trust cultures, supporting career growth, and improving retention.