Senior Product Manager, Services

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

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-driven strate