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About

I started on the frontline.
I ended up designing
the systems.

20 years at Comcast. Tech support to VP. I've led regulatory escalations, executive complaints, privacy response, and cross-functional breakdowns where ownership was unclear and consequences were real. That path gave me something valuable: a clear view of how decisions made at the top land on people doing the work.

Get in Touch See the Framework
"Organizations don't stall because people aren't capable. They stall because responsibility diffuses, decision rights drift, and good people end up compensating for gaps that aren't theirs to fill."

That's the conclusion I kept coming back to. Excellence alone doesn't create durability. Systems do.

20+
Years in
Enterprise Ops
7,300+
Team Size
(Internal + Partner)
$200M+
Annual
Budget
50+
Lines of
Business
30M+
Customer
Households
The Arc

From frontline to VP. From operator to architect.

Every level of leadership, from the call center floor to the executive suite. That trajectory matters because I know what decisions feel like at every layer.

2023 — 2025
VP2, Specialty Queue Strategy & External Operations
Comcast
Led enterprise strategy and operating model design covering regulatory response, customer security, privacy, executive escalations, social media, accessibility, and global partner operations. Aligned strategy across 50+ lines of business in areas with the highest trust, legal, and reputational exposure. Designed and stood up a new operating model that clarified decision authority, ownership, and accountability across the portfolio.
2020 — 2023
VP, Customer Experience Strategy & Operations
Comcast
Led 1,300 internal employees and 6,000 global partner agents across five national teams. $200M+ annual budget. Reported to SVP of Communications and National Care Operations. Led the largest Social Media Care organization in the United States. Directed Xfinity Mobile Care supporting millions of customers nationwide.
Largest Social Media Care org in the US
2018 — 2020
Executive Director, Customer Service Strategy & Operations
Comcast
Set strategy for executive customer care including social media and executive relations. 525 employees, $80M budget. Launched the Privacy Center of Excellence in partnership with the Chief Privacy Officer — recognized with a Circle of Innovation Award within its first year.
Circle of Innovation Award — Privacy Program
2016 — 2018
Senior Director, Regulatory Compliance & Executive Customer Relations
Comcast
Led national teams responding to FCC, BBB, and state Public Utilities Commission complaints. $50M budget. Improved Comcast's BBB rating from D to A/B+. Reduced regulatory escalation volume to the lowest level in 5+ years. Operating approach was recognized by the FCC as a best practice.
FCC-recognized best practice · BBB D → A/B+
2015 — 2016
Director, Advanced Repair and Escalations
Comcast · Denver
Led national Tier III technical support and escalation programs. Bridged technical system behavior and customer trust outcomes.
2005 — 2015
Frontline → Supervisor → Manager → Senior Manager
Comcast
Progressed from technical support through every level of leadership across regional, divisional, and HQ organizations. Multiple relocations. Firsthand exposure to how centrally designed systems play out differently across markets, teams, and customers.
2025 — Present
Independent · Advisory · Building
The Next Chapter
MIT Sloan AI program. Writing publicly about systems, judgment, and responsible AI. Advisory and consulting focused on decision infrastructure, responsibility architecture, and AI governance. Taking everything I learned inside and making it available to organizations navigating the same structural challenges.
Recognition

The work that got noticed.

Award
Circle of Innovation
Comcast · Privacy Program · 2020
Industry
FCC Best Practice Recognition
Regulatory complaint resolution approach
Turnaround
BBB Rating: D → A/B+
National regulatory compliance program
Customer Satisfaction
JD Power #1
Xfinity Home
Customer Satisfaction
ACSI #1 — Multiple Years
Xfinity Mobile · Satisfaction, Quality, Value
Scale
Largest Social Media Care Org in the US
Real-time response, de-escalation, incident management
The Work Now

How I can help.

I work with senior leaders and organizations facing structural problems that get misdiagnosed as performance issues.

◈
Advisory
Ongoing strategic counsel for executives navigating complex organizational challenges. Decision infrastructure, responsibility architecture, AI governance.
Retained engagements · Monthly/quarterly
◇
Executive Workshops
Intensive working sessions for leadership teams. Diagnostic assessments, failure mode identification, and structural intervention design.
Half-day · Full-day · Multi-session
○
Speaking
Keynotes and panels on systems thinking, organizational failure modes, responsibility infrastructure, and human-centered AI governance.
Conferences · Corporate · Podcasts
□
Diagnostic Partnerships
Deep-dive organizational assessments. Where are the seams? Where does ownership break down? Where are decisions getting displaced?
2-4 week engagements · Deliverable-focused
Expertise

What I know deeply.

Operations

  • Enterprise customer operations
  • Regulatory escalation management
  • Privacy & accessibility compliance
  • Executive complaint resolution
  • Social media care at scale
  • Global partner operations
  • Workforce strategy

Systems

  • Operating model design
  • Decision infrastructure
  • Responsibility architecture
  • Failure mode identification
  • Escalation pathway design
  • Cross-functional coordination
  • Enterprise analytics

Governance

  • AI governance frameworks
  • Responsible AI deployment
  • Human-AI collaboration
  • Regulatory compliance
  • Trust & safety operations
  • Risk assessment
  • Stakeholder alignment

Education

Artificial Intelligence: Implications for Business Strategy
MIT Sloan Executive Education · 2025

Certifications

Prosci Certified Change Practitioner
Change management methodology
Making AI Work: Machine Intelligence for Business and Society
AI strategy & implementation
The Other Work

Craft doesn't compartmentalize.

The same principles — presence, attention, deliberate practice — show up across everything I make. Documentary and fine art photography on Leica. 50,000+ image archive across five continents. Published in Four Seasons Philadelphia and Philly Current Magazine. Fine art Lego photography that applies the same eye at a different scale.

Photography → Megabrixels → Labs →
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Connect

Let's talk about
what you're navigating.

Whether you're facing a structural challenge, planning a transformation, or thinking through AI governance — I'm available for the conversation.

hi@justingreenbaum.com
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