Senior Product Manager, Xfinity Mobile

Nitel•Philadelphia, PA

42d

About The Position

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and connectivity 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. They bring cutting-edge products and services to life for millions of customers every day. Within our TPX (Technology, Product, Xperience) organization, we are seeking a highly motivated and results-oriented Senior Product Manager to lead the development and execution of innovative product strategies within the Connected Living organization. This critical role will focus on enhancing the customer experience for our Xfinity Mobile product, across key areas including billing transparency, payment flexibility, service lifecycle management, and promotion lifecycle management experiences. This is a highly strategic role within a rapidly growing business. You will play a pivotal role in shaping the future of the Xfinity Mobile customer experience by defining and delivering best-in-class solutions that are engaging and reduce customer churn. As the Senior Product Manager, Xfinity Mobile, you will lead the development and execution of innovative product strategies focusedon enhancing the customer experiencefor Xfinity Mobilecustomersin the Xfinity app.This role willbe accountable todeliveroutcomesagainstourstrategicbusiness prioritiesofreducingXMcustomer churn andimproving product NPS.The focus of this role includes, but is not limited to,promotingbilling transparency,introducingpayment flexibility,andproactivelyguiding customersthroughout theXfinity Mobile service and promotionlifecycle. Collaborating with cross-functional teams, you will ensure that the Xfinity Mobile experience is bothsimpleand user-centric, aligning with our strategicobjectivesand enhancing overall customer satisfaction. This will require significant collaboration and stakeholder management across many teams within the organization.

Requirements

Bachelor'sDegreeor equivalent business experience.
Experience.3+ yearsofexperiencein Product Management; ablend of design and/or engineering experience is also a plus.
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.
Support a culture of inclusion in how you work and lead.
Do what's right for each other, our customers, investors and our communities.

Nice To Haves

A product pro.You excel atidentifyingcustomer needs,determiningproblems 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'renot 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-driven strategist.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 foroptimizingservice experiences and addressing user needs.
Troubleshooting and Support Knowledge:Experience with app-based troubleshooting and support features toassistusers with service-related issues.
Effective Communication:Excellent communication skills to articulate complex value propositions clearly and effectively to both technical and non-technical stakeholders.

Responsibilities

Develop and execute an XM-centric product strategy: Craft a comprehensive strategy and roadmap focused on enhancing the XM experience within the app, ensuring alignment with Comcast's goals and the needs of our XM customers.
Champion the user journey: Design and optimize XM experiences that resonate with users, ensuring that every touchpoint reflects our commitment to seamless, user-centric interactions.
Act as a product owner in agile teams: Lead the scrum team with a focus on delivering XM-related features. Write clear user stories and acceptance criteria that drive development, ensuring alignment with the overall XM experience vision.
Collaborate across teams: Work closely with engineering, design, program management, and other key stakeholders across the organization to ensure timely, high-quality delivery of XM enhancements that meet both internal and external expectations. This requires strong cross-functional collaboration and stakeholder management skills.
Ensure XM quality and reliability: Maintain a relentless focus on XM quality, addressing user needs effectively while driving continuous improvement and innovation within the XM experience.
Drive customer engagement: Develop strategies to increase awareness, adoption, and creation of identity, fostering deeper user engagement and loyalty.
Measure and optimize: Define, track, and analyze key XM metrics to measure impact and success. Use these insights to inform ongoing enhancements and ensure the XM experience consistently exceeds customer expectations.