Senior Manager, CBM Product CX

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 Mobile is a key product in the overall Comcast Business solution for small business customers. Our product management team helps in developing and launching solutions that meet and exceed customer needs. They collaborate with cross-functional teams to steer products from inception to market, ensuring they align with our business goals and customer expectations.

We are seeking a Customer Experience Manager who is deeply motivated and brings proven experience to our energetic team. This individual will play an important role in bolstering the strategic expansion of our business mobile product. The role encompasses comprehensive management of customer experience through Customer Care, self-service and support.

Job Description

Core Responsibilities  

• Deep understanding of customer needs, behaviors and pain points and translation into robust product requirements.  

• Partner closely with MVNO partner, product, UX, operations, technology, and architecture teams to bring the product vision to life, delivering features in a lean, iterative, and nimble way

• Analyze customer escalations and ticketing data to address customer/agent concerns
• Champion tool strategy/requirements and use cases to adequately support customer experience
• Roadmap customer journeys as they move throughout the product lifecycle and identify areas of opportunity for future enhancements
• Work closely with program management/delivery resources to track program performance, timelines and budget
• Be on-site in Philadelphia or Denver office 4-days per week
• Other duties and responsibilities as assigned.

 

 

Preferred Attributes & Qualifications  

We are looking for teammates that have in-depth experience in developing and delivering new products, with a successful track record of end-to-end product development from concept creation to launch, and in close partnership with product designers, engineers, and business partners.

• Strategist: A strategic problem solver and innovator who flourishes with ambiguity, able to develop compelling concepts and cases to drive growth and take them through to delivery.
• Game-changer: Challenges the conventions of today to develop innovative, groundbreaking customer experiences.
• Entrepreneurial: Ability to clearly articulate a vision and strategy, and to communicate it clearly and gain consensus from multiple levels in the organization.
• Champion: Highly motivated and results oriented change agent with strong technology, business, product, and design foresight.
• Manager: Ability to lead sophisticated projects while meeting goals and leading virtual teams to achieve efficient results.
• Leader: “Lead by example” mentality that promotes collaboration, willingness and accountability with their team, peers, other departments and external partners.
• Facilitator: Participative, thoughtful facilitator that can keep others engaged and on track in meeting environments.
• Collaborator: Excels in a culture of partnership, seeks ideas from all viewpoints without bias, and champions safe space to conceptualise, pitch, refine, and debate points of view with positivity and respect.
• Navigator: Strong communication skills – an outstanding ability to establish relationships, influence and navigate within a sophisticated organization.
• Diplomat: Presence and self-confidence to engage with vital team members and handle feedback and forward progress.
• Communicator: Dynamic communication skills with the ability to connect with large and small audiences through powerful, relevant presentations, in person (or virtual) meetings, and via written correspondence.
• Initiator: Understands the importance of finding outcome where everybody wins and engaging others in the cycle of developing new initiatives.