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.

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; Contact Center Operations; Customer Acquisition Strategy

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

Bachelor'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 +