Principal Product Manager, Omnichannel Experience Platform

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

We are looking for a Principal Product Manager to own product strategy and capability roadmaps for enterprise omnichannel experience platforms that support assisted and unassisted customer journeys across digital self-service, call center, retail, field, IVR, chat, messaging, agent tools, and AI-enabled support. This is a platform product management role focused on shaping the reusable capabilities that connect customer and employee experiences across channels. The role requires a product leader who can translate business priorities and customer journey needs into clear platform capabilities, sequence those capabilities over time, and partner with engineering and architecture to move from roadmap strategy to delivery-ready work. The right candidate has owned product decisions for enterprise omnichannel, customer engagement, service, sales, digital, or customer experience platforms, including roadmap prioritization, capability sequencing, stakeholder tradeoffs, engineering partnership, and measurable outcomes.

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.

What You Will Own

You will own the strategy, roadmap, and prioritization for omnichannel platform capabilities that connect customer experiences across assisted and unassisted channels. You will help determine what capabilities should be built, improved, consolidated, deprecated, or sequenced over time.

You will partner closely with product, engineering, architecture, service, sales, retail, field operations, marketing, data, analytics, privacy, security, and operations teams to translate business and customer needs into scalable platform capabilities.

This role requires clear product judgment: deciding what matters most, aligning senior stakeholders, making tradeoffs, and connecting platform investments to measurable customer, operational, and business outcomes.

Core Responsibilities:

• Own product strategy and capability roadmaps for enterprise omnichannel and customer engagement platforms.
• Translate business goals, customer needs, regulatory requirements, and operational constraints into reusable platform capabilities.
• Break down broad business priorities and customer journey needs into clear capability areas, roadmap themes, features, epics, and delivery-ready backlog.
• Build roadmap structures that distinguish between existing platform capabilities, planned enhancements, and true new capability needs.
• Sequence capabilities across near-term delivery needs and longer-term platform evolution.
• Prioritize competing stakeholder needs across business, operations, analytics, technology, and customer experience partners.
• Partner with engineering, architecture, data, privacy, and security teams to shape scalable, resilient, compliant solutions.
• Structure roadmap work so it can connect to platform planning, Jira hierarchy, backlog readiness, and downstream execution.
• Make explicit tradeoff decisions across build, buy, defer, consolidate, deprecate, and optimize options.
• Identify capability gaps, platform duplication, operational friction, and opportunities to simplify the ecosystem.
• Define success metrics and connect platform decisions to measurable business, customer, operational, or technical outcomes.
• Lead roadmap governance, stakeholder alignment, and executive-level communication.
• Use customer, business, platform, and performance data to inform roadmap decisions.
• Bring practical understanding of AI-enabled product capabilities, including evaluation, governance, risk, and operational readiness.

Omnichannel Experience Responsibilities:

• Own platform capabilities that connect assisted and unassisted customer experiences across digital self-service, call center, retail, field, IVR, chat, messaging, telesales, partner channels, and agent tools.
• Define the connective tissue between channels, including identity, customer context, order state, service state, recommendations, next-best-action, case history, handoffs, and recovery paths.
• Partner with service, sales, digital, retail, and technology teams to sequence platform capabilities within a larger customer experience transformation.
• Support modernization and consolidation of omnichannel capabilities where duplicate tools, fragmented workflows, or channel-specific silos create complexity.
• Ensure platform decisions account for operational scalability, reliability, privacy, security, compliance, and frontline usability.
• Evaluate AI-enabled opportunities in agent assist, IVR, chat, knowledge retrieval, routing, summarization, workflow automation, and customer self-service with appropriate governance and measurement.

Required Qualifications:

• 10+ years of product management or directly comparable platform product leadership experience.
• 5+ years owning product strategy, capability roadmaps, or platform capabilities for enterprise omnichannel, customer engagement, digital self-service, assisted service, contact center, retail, field, messaging, agent tools, or customer experience platforms at meaningful scale.
• Demonstrated ownership of product roadmaps, prioritization, sequencing, and tradeoff decisions.
• Experience translating broad business needs into structured platform roadmaps, features, epics, and delivery-ready backlog.
• Experience working deeply with engineering, architecture, data, privacy, security, analytics, and business stakeholders.
• Evidence of measurable outcomes from platform decisions, not only project delivery or operational support.
• Experience operating in complex enterprise environments with senior stakeholder alignment and governance forums.
• Strong written and verbal communication skills with the ability to explain complex platform decisions to executives and cross-functional teams.
• Comfort working through ambiguity, competing priorities, technical constraints, and transformation complexity.

Preferred Qualifications:

• Experience with omnichannel, service, sales, or customer engagement platforms such as agent desktop, CRM, case management, IVR, CCaaS, chat, messaging, digital self-service, retail tools, field tools, order management, customer identity, knowledge management, or next-best-action platforms.
• Experience with platforms such as Salesforce Service Cloud, Salesforce Health Cloud, Salesforce Agentforce, Genesys, Google CCAI, Pega, NICE, Verint, Adobe Experience Manager, custom digital self-service platforms, or comparable enterprise systems.
• Experience connecting assisted and unassisted experiences across channels.
• Experience with customer context passing, state management, identity, entitlement, order flows, service recovery, or agent workflow optimization.
• Experience building reusable platform capabilities that serve multiple channels, journeys, or business teams.
• Experience supporting high-volume consumer, subscription, telecom, media, streaming, financial services, retail, healthcare payer, marketplace, or enterprise SaaS environments.
• Practical fluency with AI tools or AI-enabled product capabilities, including how to evaluate impact, risk, and operational readiness.

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 +