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 wayAnalyze customer escalations and ticketing data to address customer/agent concernsChampion tool strategy/requirements and use cases to adequately support customer experienceRoadmap customer journeys as they move throughout the product lifecycle and identify areas of opportunity for future enhancementsWork closely with program management/delivery resources to track program performance, timelines and budgetBe on-site in Philadelphia or Denver office 4-days per weekOther 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.Student: Passionate about developing new skills and seeks opportunities to learn from authorities in new areas.Giver: Accept opportunities to share “super powers” with others and mentor teammates in areas of expertise.Experience
Validated ability in Product Management in a software engineering environment; wireless experience is a plus. Previous MVNO product experience is beneficial. We would also love to hear your explanation as to why your previous experience would make the team more successful; if you don’t quite fit the mold, apply anyway.
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.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.Comcast is proud to be 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.
Skills:
Customer Experience (CX); Product Development; Business; Product Management
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and 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.
Relevant Work Experience
7-10 Years