Product Manager, AI for Customer Experience

Key Skills

Apache Hadoop, C Programming, C++, Data science techniques, Java Programming, Machine learning techniques, MapReduce, Python Programming, PyTorch, R Programming, Scala Programming, SQL, TensorFlow

Job Description

Comcast is using cutting-edge technology to make world-class products for our customers. Our Comcast Applied AI team is applying machine learning to a wide range of products and experiences, and we need your help. Our customers are at the heart of what we do. As a Product Manager on our AI for Customer Experience (CX) team, you will work side-by-side with data scientists, engineers and other technologists who are building great experiences for every interaction we have with our customers, whether it’s powering our Xfinity Assistant chatbot, helping our support agents provide the best solutions, or proactively engaging and assisting customers. Our mission is to make finding answers and getting help with Comcast’s products and services simple, easy, and awesome.

Job Description

This role requires end-to-end product management skills with a track record of success working across multiple teams and delivering features. This role will be responsible for defining and optimizing feature metrics, day-to-day scrum team product ownership, writing user stories/epics and owning the strategy/prioritization for these feature metrics/roadmaps.

Core Responsibilities:

•  Develop a deep understanding of our customers and their needs, and articulate features that deliver to them the best experiences

  • Drive decision making by utilizing feature metrics, a/b testing, prototyping, and production iterations

  • Define metrics, data sources, and potential tests for research and engineering teams and executives

  • Partner with cross-functional teams to solve problems at the user-experience, API, and/or platform level

  • Define quality epics and user stories to drive research and engineering work

  • Competitive analysis across virtual assistants, chatbots, and customer support platforms and product experiences

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 specialist. 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”.

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.

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.

Experience. As part of your relative work experience , at least 2-5 years should be within Product Management, a blend of design and/or engineering experience is also a plus. Understanding of artificial intelligence research methods and technologies is preferred.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

High School Diploma / GED

Relevant Work Experience

2-5 Years