Principal Product Manager, Omni Channel

Make your mark at Comcast – 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. Become part of our award‑winning technology team that turns big ideas into cutting‑edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace.

Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on‑site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

This role owns the platform strategy and roadmap for Comcast’s UI channels across the assisted and unassisted experiences. These platforms power how customers interact with Comcast through digital self‑service, and how agents serve customers across call centers, retail, and field support. The Product Manager defines how the platforms architectures and capabilities will evolve, sets priorities, and supports delivery with architecture, engineering, and technical operations.

The ideal candidate is expected to connect business outcomes to platform decisions and coordinate across Marketing, Sales, Service Fulfillment, and other platform teams.

This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.

• Represent the voice of the customer throughout the platform lifecycle, ensuring alignment with customer experience objectives
• Coordinate with cross‑functional teams to secure buy‑in for delivering end‑to‑end customer experiences
• Own the platform roadmap and prioritized backlog for assisted channel systems (agent tools for call center, retail, field) and unassisted channel systems (digital self‑service)
• Set strategic direction, prioritize investments, and make decisions on tradeoffs
• Define platform and capability requirements based upon business roadmaps, volume growth projections, resiliency targets, and total cost of ownership
• Partner with engineering leads to convert platform strategy into actionable delivery plans
• Advocate for UI channel platforms during portfolio planning and governance activities
• Maintain capability‑level roadmaps tied to outcomes such as resolution rate, call volume, cost‑to‑serve, NPS
• Coordinate cross‑platform dependencies with platform teams such as Marketing, Sales, Customer Finance, and Service Fulfillment, and Service Assurance
• Use engagement analytics, resolution metrics, and experimentation to inform platform decisions
• Conduct feasibility assessments and capability gap analyses to support platform viability and investment decisions
• 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) as necessary
• Other duties and responsibilities as assigned

• Platform uptime and Service Level Objective (SLO) adherence
• Faster delivery cycles through capability reuse
• Reduced Total Cost of Ownership (TCO)
• Clear capability roadmaps
• Reduction in duplicate platform investments

• 10+ years in product management, focused on customer engagement, contact center, and digital self‑service platforms
• 5+ years leading platform strategy with cross‑functional stakeholder management at Director+ level
• Working knowledge of omnichannel engagement systems (IVR, chat, digital, retail, field) and how they connect
• Proficiency in translating operational metrics into strategic platform decisions
• Experience operating in a platform or capability‑team model, not just project‑based delivery
• Ability to collaborate with architecture,…