Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
Job Summary
Responsible for managing the pricing, packaging and documenting new products ideas and conducts user need analyses for ancillary products so that subscriber and financial objectives are achieved. Manages ongoing product management of new and existing products. Conducts the budgeting, planning, analysis and monitoring required to ensure unit and financial targets are met for assigned products. This job is an individual contributor role that does not have direct responsibility for supervision or performance management of staff.
Primary Focus: Managing customer journey communication updates across assisted and unassisted flows in sales tools.
Key Responsibilities
• Customer Journey Messaging
o Evaluate and update customer-facing communications and verbiage for all changes impacting customer and sales rep tools.
o Partners with customer experience teams to craft clear, consistent, and business-appropriate messages for communications.
o Ensure tone aligns with brand standards and customer experience goals.
• Process & Coordination
o Track all message updates through development cycles and ensure timely completion.
o Submit message updates as features to solution design/development teams and manage legal approvals.
o Collaborate with XM counterparts for consistency across platforms.
• Volume & Prioritization
o Manage 50–100 simultaneous customer journey updates, prioritizing efforts for on-time delivery.
o Coordinate with cross-functional teams (product, sales, operations, technology) to bring vision to life in an iterative, nimble way
• Strategic Input
o Translate business assumptions into actionable requirements
o Conduct analysis to inform go-to-market strategies and product improvements.
Job Description
Core Responsibilities
- Internalizes and represents the Voice of the customer throughout the product lifecycle.
- Performs competitive analysis and conducts market research.
- Teams with product development to deliver high quality products on time.
- Participates in the strategic planning for enhancements to product content, pricing, packaging and features.
- Assists in budgeting and variance analysis of product's unit and financial performance, with goal of identifying opportunities and risks. Concisely communicate trends, opportunities and risks, develop and defend POV for product features/benefits.
- Conducts feasibility assessments, capability gap analysis (i.e., what is wanted vs. what is attainable).
- 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.
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.
Skills
Communication, Customer Experience (CX), Customer Feedback, Prioritization
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 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.
Certifications (if applicable)
Relevant Work Experience
7-10 Years
Comcast is 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.