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Manager, Digital Service

1 month ago

Philadelphia PA United States Comcast Corporation Full time
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

The Digital Experiences and Platforms (DXP) organization creates and influences the development of a unified and consistent experience across all digital channels. Our DXP organization is looking for an experience/product manager to help define and deliver omni-channel digital customer service experiences. The right person will be comfortable in a fast paced, "all hands on-deck" environment. The role requires a creative, solution-oriented individual that can deliver with efficiency while delivering upon targeted KPIs. The role requires leveraging data insights and research to inform decisions, find opportunities, bring solutions to life. The manager must be empathetic and have a healthy balance of customer-centrism and business acumen. This position is responsible for coordinating across stakeholders to develop experience requirements partnering with UX and platform teams across channels to deploy digital solutions that achieve departmental KPIs.

Job Description

Core Responsibilities

  • Work across mobile, chat, web, IVR, and other digital touch points to deliver a seamless and integrated digital experience for our customers 
  • Coordinates across other functional areas to secure buy-in to deliver on the defined end-to-end customer experience 
  • Work closely with strategy and operations teams to ensure concepts meet our business objectives and establish our leadership position in product experience 
  • Create clear, robust experience requirements and analytics requirements to be leveraged by User Experience partners and developers  
  • Support concise, innovative, and transparent experience from concept to prototyping and through to deployment. 
  • Review customer research and competitive analysis to obtain product insights and translate them into actionable recommendations  
  • Analyze quantitative and qualitative findings to determine the product experience utilizing strong analytical skills   
  • Lead/facilitate design, brainstorming, and work sessions across business units 
  • Present in-flight experiences to a variety of audiences across the company to socialize ideas, facilitate feedback, and showcases experience improvements and enhancements 
  • Foster relationships and serve as a subject matter expert to cross-functional partners across Technology, User Experience, Strategy, Communications/Marketing, Sales, and others   
  • Contributes to the product vision across team and the organization 
  • 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) and overtime as necessary 
  • Other duties and responsibilities as assigned.

Preferred Requirements

  • Bachelor’s Degree or Equivalent 
  • Extensive experience and expertise in developing and delivering product strategies - adept at translating customer insights into a Product vision and cascading that vision through Product Management 
  • Proven track record of driving innovative consumer services & products  
  • Has superior strategic, analytical, and problem-solving skills, and is capable of clearly communicating a long-term vision across the company and executive stakeholders 
  • Exceptional business and financial acumen 
  • Natural collaborator, with excellent communication skills and strong executive presence 
  • Quick learner, comfortable with nascent technologies and emerging strategies 

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.



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