Manager, Product Management - Digital Customer Assistance Tools

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for defining product requirements and prioritizing feature development to ensure excellent product delivery. Identifies opportunities to develop and enhance the product experience, translates these opportunities into user stories, tracks progress of development, and monitors success as it goes to market. Under general direction, manages day–to–day responsibilities for individuals performing various tasks in the same business function. Sets priorities; translates objectives; guides execution. Works with project teams to understand business and user needs and helps refine requirements at a feature level. May manage a team including exempt and non–exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies. Assists in development and meeting of departmental budget.

Job Description

Opportunity Assessment:

• Competitive Considerations – Provide insight into the competitive environment (Comcast Labs, Emerging Technology, etc.). Based on market findings, performance data, and global industry trends develop long range platform vision and strategy to achieve KPIs. Voice not a vote on customer strategy and KPIs.

Definition & Discovery:

• Experience/ Platform Discovery – Identify new experience and platform opportunities to be explored to support specific Market KPIs. Simultaneously establish long term vision, strategy and KPIs for Experiences and Platforms to support multi-tenant needs.
• Plan and prioritize product feature backlog for development by product engineering teams. Work closely with Product Management ensure product backlog remains aligned with business value or ROI.
• Refine Options to Market KPIs – Provide insights into how experiences and platforms can help achieve the consumer needs that a Market is seeking to meet.
• Feasibility Assessment For Business Case – Identify experience and platform feasibility and usability

Requirements, Common Goals:

• User Insights – Represent user insights on existing platforms and surface options to solve consumer pain points.
• Experience and Platform Requirements and Priorities – Extrapolate business requirements into "experience and platform requirements and priorities“ to support Minimum Lovable Products (MLP). Identify user stories, criteria and process for evaluating new functionality that should be added to the core platform.
• Facilitate build vs. buy decision-making to support core experience and platform strategy. Ensures requirements are documented to reflect our commitment to privacy, security, DEI, accessibility, sustainability, reliability and ethical design.
• Experience/Platform Engagement Reporting – Establish reporting structure to track “customer behavior” and align on data sources and ownership. Ensure single source for data and transparency (including documentation of data flows within and to / from product)

Architect, Prototype:

• Experience Prototype – Create Minimum Lovable Products (MLP), develop working prototypes for Markets inclusive of design features, experiences, and platforms to deliver Market KPIs and common goals. Evaluate prototypes to identify those experience and platform functionality that should be incorporated.
• Design/Lovable Products:
• Finalize Design – Refine prototypes, UI and UX designs based on Minimum Lovable Products (MLP) requirements and intended use case and KPIs.
• Develop and QA:
• Build Experience – Leverage tech stack to integrate code into existing platforms to deliver against final design. Facilitate usability and experience testing of the experience and platform in support of core KPIs. Have a voice not a vote on content. Take a proactive role in mitigating impediments impacting successful team completion of release/sprint goals.
• Experience Testing – Facilitate usability and experience testing of the product in support of the Market KPIs. Acceptance testing to ensure the development meets the criteria of the user story. Facilitate remediation of any findings from reviews of partners (e.g., Privacy Legal, Privacy Operations, Security, Accessibility and Sustainability).
• Experience and Platform Onboarding – Partner with Market Product Managers to facilitate the onboarding to experiences and platforms.

Product Launch:

• Final Trials – Conduct final trials and bug fixes.
• Technology and Employee Trials – Facilitate technology and employee trials and remediation of gaps identified.
• Release Management – Support Market Product Managers in the implementation of release management plan.
• Optimization and Support:
• Refine Experience and Platform to Achieve Market Engagement – Uncover and improve functionality to address product user data and errors for Market product.
• Continuous Experience and Platform Refinement – Accountable for continuous experience and platform refinement.
• Inquiry Management – Accountable for information requests related to the product from internal and external stakeholders.
• 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.
• Respect and promote inclusion & diversity.
• 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 proud to be 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. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills:

Results-Oriented; IVR Technology; Cross-Functional Teamwork

Salary:

National Pay Range: $76,225.92 USD-$178,654.50 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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

5-7 Years