Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

This job is responsible for formulating customer service strategies that align with corporate objectives, managing the customer service function's operating budget, and optimizing costs to contribute to profit objectives.

Responsibilities

• Provide leadership across customer service operations, including performance management, workforce optimization, and service delivery execution.
• Leverage data and statistical analysis to drive operational decisions, improve efficiency, and inform service strategies.
• Plan and administer customer service programs aligned to national objectives and enterprise-wide goals.
• Ensure adherence to company policies, procedures, and service standards while maintaining operational integrity.
• Monitor productivity, quality, and transactional compliance to ensure consistent service performance.
• Own Customer Experience (CX) performance, with direct accountability for Net Promoter Score (NPS) outcomes, trend analysis, and continuous improvement initiatives.
• Translate customer feedback, NPS drivers, and journey insights into measurable actions that improve satisfaction, loyalty, and retention.
• Establish and operationalize CX metrics, ensuring alignment between NPS performance, frontline behaviors, and business KPIs.
• Partner cross-functionally (Operations, Retail, Tech Ops, CX) to address root causes of customer friction and deliver systemic improvements across touchpoints.
• Drive a culture of customer-centricity by embedding CX priorities into performance management, coaching, and service standards.
• Mentor and develop supervisors and professional staff, establishing clear performance expectations tied to operational and CX outcomes.
• Adapt departmental plans and processes to address evolving business needs and enhance service delivery.
• Exercise independent judgment and discretion in matters of significance.
• Maintain consistent and punctual attendance.
• Work nights and weekends, with variable schedule(s) as necessary.
• Perform other duties and responsibilities as assigned.
• Understand and apply Operating Principles.
• Own the customer experience, acting in ways that put customers first.
• Be an enthusiastic learner, user, and advocate of company technology, products, and services.
• Collaborate effectively and be open to new ideas.
• Participate in the Net Promoter System by joining huddles, making call backs, and identifying opportunities for improvement.
• Drive results and growth.
• Support a culture of inclusion in work and leadership.
• Do what's right for employees, customers, investors, and communities.

Requirements

• 5-7 Years Relevant Work Experience

Skills

• Communication
• Customer Experience (CX)
• Leadership
• Net Promoter Score (NPS)
• Planning

Experience Level

• 5-7 Years

Education Level

• Bachelor's Degree

Benefits

• Options, expert guidance, and tools to support physically, financially, and emotionally.

About the Company

• Comcast brings together the best in media and technology, driving innovation to create the world's best entertainment and online experiences.
• As a Fortune 50 leader, Comcast sets the pace in innovative businesses and creates career opportunities across diverse locations and disciplines.
• Comcast is at the forefront of change, moving at an amazing pace thanks to its remarkable people who bring cutting-edge products and services to life for millions of customers daily.
• Comcast offers the power to connect the world with endless career options and opportunities for growth within an expanding network.
• Explore additional opportunities at NBCUniversal.

Equal Opportunity

• Comcast is an equal opportunity workplace.
• Comcast 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.