Comcast brings together the best in media and technology. We drive innovation to create the world’s best entertainment and online experiences. As a Fortune 40 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, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
The Customer Experience (CX) Product team is designing for the best customer interactions. This includes rethinking processes, policies, products and interaction models. Designing an ideal customer experience means evaluating the current experience, then applying the latest technologies and best practices to improve it.
At Comcast, we believe that the Customer Experience is our single most important product and providing a simple and intuitive support experience, sometimes before a customer even notices there is a problem, is critical. With our products becoming more complex, a deep understanding of a customer’s needs and previous interactions, along with an ability to leverage the power of advanced technologies such as AI and machine learning, will become more and more critical in enabling informed and personalized interactions.
We are looking for a strategic product leader that can help shape and deliver a customer experience that fundamentally changes how our customers manage, resolve issues, and learn about their products and services across all our lines of businesses. Crafting these solutions will combine an understanding of product, technology, and process with a hyper-focus on the customer perspective to enable new and more convenient interaction models. The desired end result is a transformative customer experience that redefines expectations about what is possible from Comcast.
The Director, Product Management, Customer Experience is responsible for the requirements, development, and strategy for the Xfinity Assistant Platform. The Director reports to the Vice President, Customer Experience for Xfinity Assistant.
The Xfinity Assistant Platform:
- Is comprised of the systems that create an ideal and intentional customer interaction.
- Offers & tracks intelligent solutions derived from data, rules, and machine learning models delivered consistently across customer touchpoints
- Integrate with other products and platform to support federation of Xfinity Assistant
- Develop and manage content should be consistent and easily configurable by experts and by platform.
- Supports internal knowledge engineers, care, and product teams.
The Platform is a common architecture across different organizations within Comcast. The Director must work amongst these organizations to develop this platform as a consistent solution.
In addition, the Director will lay the groundwork—collaboration, strategy, and prioritization—of potential syndication of the Platform.
This Role Requires:
- Ability to view the “big picture” of challenges impacting the customer experience, including the technical, functional, process, and policy considerations and to creatively define solutions to those challenges
- A go-to-market mindset that is focused on creating new customer-focused experiences and delivering them to customers quickly and efficiently
- A deep understanding of what is possible with today’s technology and products, and the ability to anticipate what is on the horizon.
- A strong commitment and sense of ownership to propel new product features to fruition
- Strong interpersonal skills to work with a variety of product and technical teams responsible for their areas of the business, to deliver a unified customer experience.
- Generally requires 10+ years related experience
- Bachelor’s degree or equivalent
This role will:
- Partner with diverse groups such as development, design, business unit and support teams to develop requirements for a common platform amongst multiple teams.
- Drive the product development process and ensure timely delivery of product against the roadmap.
- Advocate for customers and optimize the experiences being developed
- Manage development team and staff to deliver customer impacts and business results.
Comcast is an EOE/Veterans/Disabled/LGBT employer
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