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Comcast Sr. Product Manager, Device Onboarding - Pods & Locks in Virtual, Pennsylvania

Job Summary

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. This means making it incredibly easy to have outstanding speed and coverage throughout your home; delivering magical smart home solutions that just work; and being the industry leader to keep your home private, safe, and secure. Broadband has become Comcast’s hero product, and we are developing the complete connected home experience that makes our broadband so unique.

We are passionate about teamwork, growing the skills of our talent, and building awesome experiences for customers. We pursue people from different backgrounds and experiences. If this position interests you, we are interested in you. Please apply.

Job Description

Core Responsibilities

The Connected Living team is working hard to evolve and enhance the services and devices that customers can add to their Internet service to stay connected and protected. Reporting to the Executive Director, Engagement & Experience Platform, you, as the Senior Manager, Device Onboarding, will deliver self-install device onboarding experiences that span all steps of the customer’s journey. You will be responsible for onboarding flows for devices in our Home Self-Protection and Pro-Monitoring portfolio, helping our customers succeed with ease. You will collaborate with the Director, Device Onboarding Platform to implement consistent experiences across the portfolio and leverage new strategies to enhance our in-product support experience. Working in close partnership with the Product leads for each device; dedicated engineering (hardware and software), UX, and program leads; and key business partners, you will be responsible for:

  • Defining product requirements to launch new and optimizing existing onboarding flows for devices from pre-activation, installation, activation, and customization

  • Adapting our onboarding flows for launch to our syndication partners and Sky

  • Collaborating with our business stakeholder partners to craft pre-activation experiences that set clear expectations around customer eligibility and readiness for self-installation

  • Prioritizing feature development and bug fixes based on perceived customer value, metrics, and release planning constraints; serving as the product owner within the scrum team, own the product backlog, and write user stories and acceptance criteria

  • Designing and conducting experiments and beta trials to learn about what moves the needle on key metrics and customer outcomes

  • Monitoring and analyzing device-specific quality & feature KPIs, including success/error rates and customer satisfaction; identifying the insights to drive short-term and long-term improvements

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 know how to identify customer needs, pinpoint problems to solve, and translate them to experience requirements that become user stories in a prioritized product backlog. You can work cross-functionally with your design and engineering partners, providing clear direction on the “what” and “why” but giving them a strong voice to define the “how”.

Action- and execution-oriented. You aren’t afraid to ask questions in a room with many people to get to the information you need. You can negotiate an array of constraints, guidelines, and business rules as you define your experience requirements…all without sacrificing what’s right for the customers. You know how to roll with the punches, find the path forward as the landscape changes, clearly communicate, and bring all impacted partners along with you.

A relationship builder. You know that relationships drive your ability to succeed. You understand the value of listening first, then talking; of giving consistently and receiving occasionally. You’ve seen how strong cross-team collaboration and partnership yields the best outcomes.

A customer-centric, data-driven strategist. You keep the customer at the center of what you do. You take time to understand the customer and market by digging into the data, user research, and actually talking to living, breathing customers. You synthesize this info to define core customer needs, problems to solve, and solutions to build. As you launch new features, you consider how to measure their impact and success and use that data to inform what you build next.

Bachelor’s Degree or equivalent business experience.

Experience. 3-6 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.

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.

  • Respect and promote inclusion & diversity.

  • 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 an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

10 Years +

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. 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

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