Director, Customer Service Strategy & Operations Comcast
Jamie Faith Roff is Director of Customer Service Strategy and Operations for National Customer Operations at Comcast. She has been in this position since October 2011, and is responsible for benchmarking and best practice studies to support process and policy improvements, upgrades to customer-facing and internal tools, as well as enhancing business learning and improving overall care operating performance. Her role provides her an opportunity to collaborate with national, divisional and regional stakeholders to ensure alignment on customer experience goals, initiatives, processes, and resources.
Jamie joined National Care Operations in 2009, serving as the care lead for video product deployment. Prior to this role, Jamie held the position of Manager of Process Improvement in the Freedom Region, a region serving over 2 million customers. During her tenure, she was nominated three times for Comcast’s Circle of Success, making the division finals in 2005, and was a member of the 2006 winning team, for her efforts in creation of the Rapid Response Process in Southern New Jersey.
Jamie previously held various call center positions with Garden State Cable and has been a successful performer in all positions. Jamie has nearly 20 years of experience in care and operations, most recently serving as the Customer Experience lead for Comcast’s national billing system conversion and standardization project.
Jamie is very supportive of professional growth for women, and has served as a mentor in the WICT mentorship program for several years. Jamie is an advocate for pets supporting her local shelters, adopting her pet Pit-Bull to be a companion for her Boxer. Jamie also enjoys fitness, taking cardio-kickboxing and Muay Thai classes in her spare time.
Jamie attended Rutgers University. She is married and the mother of twins. Jamie resides in Washington Township, New Jersey with her husband Shane and their children, Morgan and Marcus.