Specialist 2, Customer Service Strategy & Operations - Incident Management

Comcast is a media and technology company creating entertainment and online experiences. The Specialist 2, Customer Service Strategy & Operations - Incident Management role oversees incident management activities supporting national customer service operations, owns incidents through resolution, coordinates internal and external partners, and analyzes performance trends to minimize customer and business impact.

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
• 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

Requirements:

• 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)
• Demonstrates strong written and verbal communication skills across email, messaging tools, and live calls
• Maintains regular, consistent, and punctual attendance; availability during nights, weekends, or variable schedules may be required
• High School Diploma / GED
• 2-5 Years