Principal Product Manager, Omni Channel Experiences

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

Job Summary

This role owns the platform strategy and roadmap for Comcast's UI channels across the assisted and unassisted experiences. These platforms power how customers interact with Comcast through digital self-service, and how agents serve customers across call centers, retail, and field support. The Product Manager defines how the platforms architectures and capabilities will evolve, sets priorities, and supports delivery with architecture, engineering, and technical operations. The ideal candidate is expected to connect business outcomes to platform decisions and coordinate across Marketing, Sales, Service Fulfillment, and other platform teams.

Job Description

This position is ineligible for visa sponsorship.  To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.

Responsibilities:

• Represent the voice of the customer throughout the platform lifecycle, ensuring alignment with customer experience objectives 

• Coordinate with cross-functional teams to secure buy-in for delivering end-to-end customer experiences 

• Own the platform roadmap and prioritized backlog for assisted channel systems (agent tools for call center, retail, field) and unassisted channel systems (digital self-service).

• Set strategic direction, prioritize investments, and make decisions on tradeoffs. 

• Define platform and capability requirements based upon business roadmaps, volume growth projections, resiliency targets, and total cost of ownership 

• Partner with engineering leads to convert platform strategy into actionable delivery plans. 

• Advocate for UI channel platforms during portfolio planning and governance activities 

• Maintain capability-level roadmaps tied to outcomes such as resolution rate, call volume, cost-to-serve, NPS 

• Coordinate cross-platform dependencies with platform teams such as Marketing, Sales, Customer Finance, and Service Fulfillment, and Service Assurance 

• Use engagement analytics, resolution metrics, and experimentation to inform platform decisions 

• Conduct feasibility assessments and capability gap analyses to support platform viability and investment decisions 

• Consistent exercise of independent judgment and discretion in matters of significance.

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

• Other duties and responsibilities as assigned.

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: This 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:

Omnichannel Strategy; Cross-Functional Leadership; Strategic Planning; Stakeholder Management; Product Management

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 +