I began in technical support at Comcast and progressed through every level of leadership to Vice President, leading national and global customer operations with up to 1,300 employees, thousands of partner agents and a $200M-range budget.
In my final role, I built the portfolio operating model across more than 60 teams, connecting demand, business cases, investment, technology adoption, partner capacity and performance so leaders could see the full portfolio and make deliberate trade-offs. From 2018 to 2025, I also evolved social and digital CX from scaled care operations into communities, listening, platform modernization and customer intelligence.
My scope included Xfinity Mobile care and high-trust work across regulatory response, executive escalations, privacy, security and accessibility. Through Greenbaum Labs, I build and operate AI systems for organizational diagnostics, customer intelligence and decision support.
Progressed from frontline technical support through supervisor, manager, and senior-manager roles across regional, divisional, and headquarters organizations. That experience created a practical understanding of how centrally designed processes behave differently across customers, markets, and frontline teams.
Led national Tier III technical support and escalations, then national regulatory and executive customer relations across FCC, BBB and state utility commission complaints, improving the company's BBB rating from D to A+. As Executive Director, led executive care, social care, regulatory compliance and privacy: scaled social care from 150 to 450 people in 18 months, led a live Khoros-to-Sprinklr migration as executive buyer, and launched Comcast's Privacy Center of Excellence ahead of CCPA with the Chief Privacy Officer, Legal and Compliance.
Led national customer-experience strategy and operations with up to 1,300 internal employees and thousands of partner agents, spanning Xfinity Mobile customer operations, social and digital care, executive customer relations, regulatory compliance and privacy. Led Xfinity Mobile care across sales, service, retention, digital and social channels, scaling partner operations from 50 to 5,000 agents in one year. Expanded social care into a digital customer ecosystem spanning brand-owned forums, the Xfinity support subreddit and social listening, with a product-response function that turned customer signal into product fixes. Led the consolidation of specialty operations into one care organization while the teams sustained Comcast's highest frontline eNPS through the change.
Built and led a roughly 70-person strategy and operations organization for a specialty customer-service portfolio of more than 60 teams. Built the portfolio operating model for new work across those teams, bringing every request into one intake and prioritization system with clear decision rights and a defensible way to make trade-offs or say “not now”; simplified the portfolio from 111 queues to 61. Owned the Quality organization, with quality playbooks and standards for every team. Owned business requirements through deployment, operational readiness and adoption for ServiceNow case management, RPA and AI pilots. Led global partner operations across six countries. Advanced social and digital CX into a customer-intelligence capability; communities reached 33M page views in a year.
Founded Greenbaum Labs, an independent advisory and applied-AI practice focused on organizational diagnostics, operating-model design and enterprise AI adoption. Developed Coherence, a diagnostic framework and toolset that shows leaders where truth, decision authority and continuity are breaking down and stalling progress in complex organizations. Build and operate AI systems for organizational diagnostics, customer intelligence and decision support, with the methods and results published. Completed MIT Sloan's AI Executive Academy and NVIDIA Academy's AI Infrastructure Professional Workshop.
Justin Greenbaum is a customer operations and experience executive who leads and transforms complex customer operations. Over 20 years at Comcast, he advanced from frontline technical support to Vice President, leading customer care, technical support, escalations, digital service, regulatory response, customer intelligence and global partner operations. That experience informs how he connects customer needs with the people, systems, and decisions required to serve them.
His leadership responsibilities included up to 1,300 employees, thousands of partner agents and an operating budget in the $200 million range. He led Xfinity Mobile care across sales, service, retention, digital and social channels, scaling partner operations from 50 to 5,000 agents in one year. He also expanded brand-owned communities and the Xfinity support subreddit to help customers find answers and resolve issues without assisted contact, while giving Product, Sales and Retention teams the feedback to improve products, support growth and address churn.
Justin has led enterprise technology work from procurement through implementation, adoption and vendor renewal. At Comcast he led the implementation and expansion of Sprinklr in partnership with Product, Procurement, Legal and Finance. His experience also includes privacy and regulatory operations, working closely with Legal and Compliance on sensitive customer matters.
His leadership emphasizes trust, candid feedback and clear accountability. During a major consolidation, his teams held the highest employee Net Promoter Scores among Comcast frontline teams, with 15 consecutive employee surveys above 90% participation.
In 2026 he founded Greenbaum Labs, an independent advisory and applied-AI practice focused on organizational diagnostics, operating-model design and enterprise AI adoption. He developed Coherence, a diagnostic framework and toolset for examining information gaps, unclear decision ownership and breakdowns in follow-through, and builds tools for analyzing customer feedback and how brands appear in AI-generated answers.
Justin earned an Executive Certificate in Digital Business from MIT Sloan Executive Education and completed its AI Executive Academy.
I’m focused on executive roles leading customer operations, customer care, contact centers, technical support and customer success.
The strongest fit is a consequential customer operation that has to perform today while it changes, with the authority and runway to build the operating model underneath it.