Specialist 2, Customer Service Strategy & Operations - Incident Management

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

Responsible for oversight of incident management activities supporting national customer service operations while aligning to the organization’s vision, mission, and customer access strategies. Serves as an incident owner for assigned events, driving accountability, collaboration, and resolution with a strong solution-oriented mindset. Acts as a liaison with internal teams and external partners, analyzes performance trends, and supports disciplined incident response that minimizes customer and business impact. Business Unit Hours: 1:30AM-11:00PM EST, 7 Days a Week. Candidates must be comfortable with any shift within these hours and will be on a yearly on-call rotation (1-2 weeks out of the year).

Job Description

Responsibilities:

• Provides command and control support for incident management across customer care operations, advocating for the customer experience. 

• Owns individual incidents end to end, ensuring clear accountability, timely follow-up, and effective resolution. 

• Facilitates ticket management including creation, tracking, escalation, documentation, and communication throughout the incident lifecycle. 

• Opens, manages, and operates incident bridge calls to coordinate mitigation and recovery efforts. 

• Partners closely with cross-functional teams, vendors, and subject matter experts using a collaborative, solution-focused approach. 

• Monitors customer service performance across company operations and partner channels to identify anomalies and emerging risks. 

• Compiles, distributes, and analyzes daily, weekly, and monthly performance and incident reports. 

• Supports reporting and real-time monitoring needs related to DEM (Disaster Event Management) Recovery activities. 

• Utilizes CMP (Comcast Messaging Platform) notifications to alert stakeholders of critical incidents and events. 

• Identifies potential voice/chat issues or capacity concerns and escalates appropriately. 

• Organizes and communicates operational information clearly to peers and stakeholders. 

• Demonstrates strong written and verbal communication skills across email, messaging tools, and live calls. 

• Exercises independent judgment and discretion in matters of significance. 

• Maintains regular, consistent, and punctual attendance; availability during nights, weekends, or variable schedules may be required. 

• Performs other duties and responsibilities as assigned. 

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an equal opportunity workplace. We 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. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills:

Customer Experience (CX); Customer Care; Communication

Salary:

National Pay Range: $38,468.06 USD-$90,159.52 USD Illinois Pay Range: $40,872.32 USD - $79,340.38 USD Colorado Pay Range: $43,276.57 USD - $82,946.76 USD Hawaii Pay Range: $50,489.33 USD - $75,734.00 USD Washington DC Pay Range: $55,297.84 USD - $82,946.76 USD Maryland Pay Range: $45,680.82 USD - $82,946.76 USD Minnesota Pay Range: $43,276.57 USD - $75,734.00 USD New York Pay Range: $45,680.82 USD - $90,159.52 USD Washington Pay Range: $43,276.57 USD - $86,553.14 USD New Jersey Pay Range: $48,085.08 USD - $86,553.14 USD Vermont Pay Range: $45,680.82 USD - $72,127.62 USD Massachusetts Pay Range: $48,085.08 USD - $86,553.14 USD Virginia Pay Range: $43,276.57 USD - $82,946.76 USD Maine Pay Range: $43,276.57 USD - $72,127.62 USD California Pay Range: $43,276.57 USD - $80,141.79

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and benefits summary on our careers site for more details.

Education

High School Diploma / GED

Relevant Work Experience

2-5 Years