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 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, 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.
Job Summary
Senior Product Manager, Service Journeys
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, Comcast’s Connected Living team is seeking to bring the future to our customers with a radically simple yet powerful connectivity experience across both fixed and mobile networks. This means delivering unbeatable Internet speed and reliability to every device in the home, delivering magical smart home solutions that just work, and being the industry leader to keep our customers’ entire connected life private, safe, and secure across networks. It also means empowering partners across the globe to deliver their customers amazing connectivity experiences. Broadband has become Comcast’s hero product - we are developing an incredibly unique broadband experience as well as a platform that scales to partners across the globe.
Job Description
Job Summary
As the Senior Product Manager, Service Journeys, you will lead the strategy, development, and optimization of the services experience within our app. Your primary focus will be on how users engage with and derive value from our service offerings, ensuring clarity, ease of use, and satisfaction throughout their journey.
In this role, you will own critical service transactions such as appointment scheduling, technician tracking, and troubleshooting workflows. Your work will shape intuitive, end-to-end service journeys that simplify complex interactions and foster trust. You will also drive the creation of features that highlight service relationships and support product discovery, all while aligning with broader strategic objectives.
Working closely with cross-functional teams across product, design, engineering, and operations, you will ensure the services experience is seamless, user-centric, and scalable—ultimately enhancing customer satisfaction and loyalty.
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 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 for optimizing service experiences and addressing user needs.
- Troubleshooting and Support Knowledge: Experience with app-based troubleshooting and support features to assist users with service-related issues.
- Effective Communication: Excellent communication skills to articulate complex value propositions clearly and effectively to both technical and non-technical stakeholders.
- Bachelor’s Degree or equivalent business experience.
- Experience. 3+ years of experience in Product Management; a blend of design and/or engineering experience is also a plus. We would also love to hear your explanation as to why your unique experience would make the team more successful; if you don’t quite fit the mold, apply anyway
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
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.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Certifications (if applicable)
Relevant Work Experience
10 Years +
Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
