Manager, Digital Experience Optimization

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 Our mission in the Digital Experience and Platforms (DXP) organization is to create converged experiences and transform our underlying capabilities so that we can solve our customers problems digitally, foster greater trust, and drive business value. The Manager of Digital Experience Optimization will be responsible for product management of our digital service experience programs and execution of digital adoption and optimization initiatives. The manager will also be responsible for aiding in the monitoring and analyzing the performance of our digital service experiences as well as support the execution of the service optimization roadmap. We are looking for an entrepreneurial, innovative, and analytical candidate with the passion for both product and operations, as well as experience working across a cross-functional group of stakeholders in a fast-paced environment. You will help define and execute the service optimization roadmap and experience requirements for key service programs, ensuring the areas of focus reflect the company’s experience (tNPS), digital adoption (AR), and operational priorities. Job Description Core Responsibilities Execute the digital service optimization strategy in partnership with Sr Manager: develop, measure, and optimize the performance of service journeys across digital channels, including Xfinity Assistant, Xfinity dotcom, SMS, automated phone system (eIVR), & Xfinity App and handoffs between digital and agent channels Develop requirements for experience optimizations, (product, Business Req, UX, NLP, Copy/Content, Flow) in partnership with Sr. Manager Align to needs of HQ business units and field divisions for operational and service across core cable product lines, Xfinity Mobile, Internet Essentials, and Prepaid Prioritize, manage and execute the digital operations roadmap Aids in deliverables for standing forums with operational and service stakeholders to discuss issues & improvement opportunities Prioritize content and UX requests for service CX and operational initiatives Works with Performance Optimization Manager for performance monitoring to drive business objectives including cost reduction and digital adoption Implement no to low-dev effort enhancements to service experiences in partnership with DXP platforms and development teams Collaborate with multiple teams including Enterprise Business Intelligence, Go-to-Market, experience, quality and platforms teams to plan and execute an optimization roadmap Contribute to discussions with business and customer service stakeholders to understand operational goals and business impact Support the team through problem-solving, and working to resolve cross-functional challenges. Successful outcomes will empower allies throughout the organization to drive toward a common goal. Ensure service KPIs met across all DXP initiatives, including call reduction, tNPS, and digital adoption Consistent exercise of independent judgment and discretion in matters of significance. Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. Other duties and responsibilities as assigned. Qualifications: 5-7 years’ experience in product management, finance, analytics, or related field. Must possess a strategic, analytical mind-set as well as the ability to execute on strategy and plans. Ideally has experience with digital tools, including chatbots, dotcom support, automated phone systems, or service apps Should have high energy and possess courage, creativity and perseverance, and express the appropriate sense of urgency. Demonstrated sound business judgment and decision-making skills, ability to identify, prioritize, and articulate highest impact initiatives. Ability to articulate experience and operational requirements to development teams Ability to articulate experience and operational requirements to development teams Experience with creating business cases and customer impact analyses and presenting information visually to all levels of management Ability to thrive in ambiguity to solve problems Strong project management skills Excellent communication skills both written and verbal 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. 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, or any other basis protected by applicable law. 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 5-7 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 on our careers site for more details.