Job Summary
As the Senior Product Manager, Services, you will lead the development and enhancement of our app's services experience. Your role will focus on defining how users interact with and benefit from our services, ensuring they clearly understand the value provided. You will drive the creation of features that showcase service relationships, facilitate seamless troubleshooting, and support the exploration of new products. Collaborating with cross-functional teams, you will ensure that the services experience is both compelling and user-centric, aligning with our strategic objectives and enhancing overall customer satisfaction.Job Description
Core Responsibilities- Develop and execute a service-centric product strategy:Craft a comprehensive strategy and roadmap focused on enhancing service experiences within the app, ensuring alignment with Comcast's goals and the needs of our customers.
- Champion the user journey:Design and optimize service experiences that resonate with users, ensuring that every touchpoint reflects our commitment to seamless, user-centric service interactions.
- Prioritize service enhancements:Use customer feedback, data insights, and market trends to prioritize features and improvements that enhance the service experience, balancing business objectives with customer value.
- Act as a product owner in agile teams:Lead the scrum team with a focus on delivering service-related features. Write clear user stories and acceptance criteria that drive development, ensuring alignment with the overall service experience vision.
- Collaborate across teams:Work closely with engineering, design, and program management teams to ensure timely, high-quality delivery of service enhancements that meet both internal and external expectations.
- Ensure service quality and reliability:Maintain a relentless focus on service quality, addressing user needs effectively while driving continuous improvement and innovation within the service experience.
- Drive customer engagement:Develop strategies to increase awareness, adoption, and satisfaction with service features, fostering deeper user engagement and loyalty.
- Measure and optimize:Define, track, and analyze key service metrics to measure impact and success. Use these insights to inform ongoing enhancements and ensure the service experience consistently exceeds customer expectations.
Preferred Qualifications
Below is our list of preferred qualifications. We know that people with different skills and experiences can also be successful in this role. For that reason, it is not necessary that you possess all these traits. If you are missing a few, please apply anyway.
A product pro. You excel at identifying customer needs, determining problems to solve, and translating them into experience requirements that become user stories in a prioritized product backlog. You collaborate cross-functionally with design and engineering partners, providing clear direction on the "what" and "why" while giving them a strong voice to define the "how."
Action- and execution-oriented.You're not afraid to ask questions to get the information you need. You can negotiate constraints, guidelines, and business rules without sacrificing what's right for the customers. You adapt to changing landscapes, communicate clearly, and bring all partners along with you.
A relationship builder.You understand that strong relationships drive success. You value listening first, then talking, and you know that consistent giving and occasional receiving foster strong collaboration and partnership across teams.
A customer-centric, data-drivenstrategist.You keep the customer at the center of everything you do. You dig into data, user research, and direct customer interactions to define core needs, problems, and solutions. You measure the impact and success of new features, using data to inform future development.
Experience in Services: Proven experience in managing service-related features, ensuring a user-centric approach to service interactions and value articulation.
Analytical Skills: Strong analytical abilities to use data-driven insights for optimizing service experiences and addressing user needs.
Troubleshooting and Support Knowledge: Experience with app-based troubleshooting and support features to assist users with service-related issues.
Effective Communication: Excellent communication skills to articulate complex value propositions clearly and effectively to both technical and non-technical stakeholders.
Bachelor's Degree or equivalent business experience.
Experience. 3+ years of experience in Product Management; a blend of design and/or engineering experience is also a plus. We would also love to hear your explanation as to why your unique experience would make the team more successful; if you don't quite fit the mold, apply anyway.
Comcast is an EOE/Veterans/Disabled/LGBT employer.
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.
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
10 Years +