Principal Product Manager, Omni Channel Experiences

Comcast • Philadelphia, PA

14h • Hybrid

About The Position

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.

Requirements

• 10+ years in product management, focused on customer engagement, contact center, and digital self-service platforms
• 5+ years leading platform strategy with cross-functional stakeholder management at Director+ level
• Working knowledge of omnichannel engagement systems (IVR, chat, digital, retail, field) and how they connect
• Proficiency in translating operational metrics into strategic platform decisions
• Experience operating in a platform or capability-team model, not just project-based delivery
• Ability to collaborate with architecture, security, and data teams
• Clear executive communication and ability to drive alignment across competing priorities
• Track record on platform migrations, consolidations, or modernization
• Must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.

Nice To Haves

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

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.

Benefits

• 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 benefits summary on our careers site for more details.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal