SVP, Base Management - 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 dynamic and strategic executive to lead our Base Management organization as SVP, Base Management - Contact Center Operations. This role oversees a large-scale, customer-focused operation of over 3,150 frontline employees, and will be responsible for driving customer satisfaction, operational excellence, and employee engagement across Account Management, Repair, Specialty, Retention, Billing, and Change of Service customer interactions. The ideal candidate will bring deep operational expertise, a passion for customer experience, and a proven ability to lead large, complex teams through transformation.

Job Description

Key Responsibilities:

• Customer Experience & Operational Strategy: Lead the development and deployment of operational execution strategies that enhance customer satisfaction, loyalty, and lifetime value across all base management call types. Ensure seamless, high-quality experiences across Account Management, Repair, Specialty, Retention, Billing, and Change of Service interactions.

• Organizational Leadership: Oversee a team of 3,150+ frontline agents and 300+ leaders, fostering a culture of accountability, coaching, and continuous improvement. Drive performance through clear KPIs, operational rigor, and frontline enablement.

• Accelerate Customer Lifetime Value & Retention: Drive transactional sales and position sales as a support strategy to enhance customer lifetime value (CLV) across service interactions. Develop and implement strategies to reduce customer churn, increase customer tenure, and maximize value through proactive retention and service optimization initiatives. Partner with analytics and go-to-market teams to identify and act on customer insights.

• Vendor & Partner Management: Ensure consistent performance and alignment across internal and outsourced operations. Establish clear standards, service level agreements (SLAs), and governance models to drive quality and efficiency.

• Employee Engagement & Culture: Champion a high-trust, inclusive culture that values feedback, celebrates success, and supports career development. Lead initiatives that improve morale, employee retention, and connection to purpose.

• Cross-Functional Collaboration: Partner with HR, Technology, Product and Customer Experience teams to align priorities and deliver integrated solutions. Serve as a key voice in enterprise-wide initiatives impacting the customer base.

• Change Leadership: Lead the organization through transformation with clarity, empathy, and a focus on outcomes. Drive adoption of new technologies, processes, and ways of working.

• Data-Driven Decision Making: Leverage analytics to identify trends, improve processes, and inform strategic decisions. Ensure data is used to drive accountability and continuous improvement.

Qualifications:

• Bachelor's Degree required; advanced degree preferred.

• Proven senior leadership experience in high-volume call center environments, with a track record of leading large, distributed 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 strategies.

• Extensive experience managing vendor relationships, including outsourced 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.

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:

• Comcast is an EOE/Veterans/Disabled/LGBTQ+ employer.

• The above 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.

Skills:

Call Center; Strategic Objectives; Contact Center Operations

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

Master's Degree

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.

Relevant Work Experience

15 Years +