Sr. Product Manager - Conversational AI

Comcast • Philadelphia, PA

1d

About The Position

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. Job Summary Comcast Business seeks a Senior Product Manager to define and lead the vision for Conversational AI, including our self-service chatbot “CB Assistant” with a focus on generative, natural conversational experiences. This role is pivotal in shaping optimal customer experience through AI-driven interfaces, delivering personalized and frictionless support across our digital ecosystem. You will own the end-to-end product lifecycle—from the vision and roadmap to delivering features with measurable outcomes. This high-impact role demands strategic thinking, fluency in conversational AI concepts and products, and the ability to remove obstacles and drive clarity in complex, ambiguous workflows. You’ll be the trusted expert and innovator for conversational AI at Comcast, demonstrating ownership, reliability, and thought leadership for an AI product greenspace in Comcast Business.

Requirements

• 10+ years in product management, with 3+ specific to AI, NLP, or chatbots
• Strong fluency in Conversational AI, Generative AI and machine learning concepts
• Familiarity with leading conversational AI platforms and tools such as Google Dialogflow, Amazon Lex, Microsoft Bot Framework or similar technologies for chatbot development and orchestration
• Ability to navigate ambiguity, make trade-offs, and drive decisions using data
• Deep understanding of product development lifecycle and agile methodologies
• Proven success in developing product vision that ties into sound business strategy and goals
• Strong, independent strategic thinking and ability to lead complex cross-functional initiatives
• Deep understanding of product development lifecycle
• Exceptional presentation and communication skills, with experience engaging senior leadership
• 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.
• 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

• Experience working in B2B is a plus

Responsibilities

• Internalizes and represents the Voice of the customer throughout the product lifecycle.
• Coordinates across other functional areas to secure buy-in to deliver on the defined end-to-end customer experience.
• Performs competitive analysis and conducts market research.
• Maintains updated view of key competitive changes.
• Teams with product development to deliver high quality products on time.
• Participates in the strategic planning for enhancements to product content, pricing, packaging and features.
• Participate in defining product business and functional requirements.
• Provides product support and documentation and develops product materials.
• Assists in budgeting and variance analysis of product's unit and financial performance, with goal of identifying opportunities and risks.
• Drafts and manages requirements and other supporting business documentation (such as use cases, possibly M&Ps [methods and procedures], executive summaries etc.).
• Leads concepts defining an end-to-end customer experience and expected full lifecycle costs.
• Contributes to the product vision across team and the organization.
• Conducts feasibility assessments, capability gap analysis (i.e., what is wanted vs. what is attainable).
• Manage change requests.
• Validates downstream deliverables and final offering (business acceptance testing).
• 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.
• Define and own the product vision for the CB Assistant chatbot, aligning with business goals and customer needs
• Develop and maintain a data-driven roadmap that considers comprehensive metrics to drive optimal impact
• Use customer insights and analytics to identify pain points and opportunities for enhancements
• Define goals and monitor KPIs in partnership with Analytics, using them to drive decisions and measure success
• Lead a small team of conversational designers and product managers
• Align roadmap planning and expectation-setting around both internal and engineering capacity to ensure achievable commitments
• Deliver compelling presentations and updates to stakeholders at all levels, including executive leadership
• Communicate product vision, progress, and performance with confidence and clarity
• Translate strategic goals into clear, actionable product requirements for implementing Conversational Design, Playbooks, Authoring, and more
• Work closely with Engineering and Authoring teams for timely and successful feature delivery
• Prioritize backlog based on impact, feasibility, and customer value
• Partner with engineering and AI teams to optimize NLP and intent taxonomy
• Establish frameworks for, and lead and/or partner with engineering teams on, UAT and testing to ensure chatbot accuracy and reliability
• Advocate for responsible practices and implement guardrails for AI behavior, including bias mitigation, transparency, and fallback mechanisms
• Ensure experiences are intuitive, accessible, and exceed customer expectations
• Collaborate with stakeholders and drive alignment across Product, Engineering, Operations, Marketing and Care teams to ensure cohesive conversational experiences across all channels
• As necessary, support experience strategy and/or refinement sessions focused on use-cases across other customer channels
• Act as a connector between technical teams and business stakeholders ensuring clarity and alignment

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: Mid Level
• Number of Employees: 5,001-10,000 employees