Principal Product Manager, Omni Channel Experiences

Responsibilities

• Own the platform strategy and roadmap for Comcast's UI channels across assisted and unassisted customer experiences.
• Define platform and capability requirements based on business roadmaps, volume growth, and total cost of ownership.
• Manage the prioritized backlog for assisted channel systems (call center, retail, field) and unassisted systems (digital self-service).
• Partner with engineering, architecture, and technical operations to convert strategy into actionable delivery plans.
• Coordinate cross-platform dependencies with Marketing, Sales, Customer Finance, and Service Fulfillment teams.
• Use engagement analytics and resolution metrics to inform platform decisions and drive outcomes like NPS and cost-to-serve.
• Advocate for UI channel platforms during portfolio planning and governance activities.

Requirements

• 10+ years of experience in product management, specifically focused on customer engagement, contact centers, or digital self-service platforms.
• 5+ years of experience leading platform strategy with cross-functional stakeholder management at the Director level or above.
• Working knowledge of omnichannel engagement systems including IVR, chat, digital, retail, and field tools.
• Proven experience operating in a platform or capability-team model.
• Strong track record in platform migrations, consolidations, or modernization efforts.
• Ability to translate operational metrics into strategic platform decisions and communicate effectively with executives.

Preferred Qualifications

• Bachelor's Degree in a relevant field.
• Experience collaborating closely with security and data teams to ensure platform integrity.

About the Company

Comcast is a Fortune 30 global media and technology company. From the connectivity and platforms we provide to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. We create space to innovate and invest in your ideas to help you do the best work of your career.