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Job Summary

The Senior Manager, WiFi Experiences is a key contributor on the WiFi Experience team, supporting the identification, development, and delivery of new WiFi product experience propositions across digital, physical, and human-assisted channels. This is a highly cross-functional role at the intersection of customer experience, product strategy, and go-to-market execution, sitting within the WiFi Experience team inside Connectivity & Consumer Experience. This individual will bring a strong customer-obsession and analytical mindset to identifying friction, whitespace, and opportunity across the WiFi journey, partnering closely with TPX, Growth, CXSO, and Finance to bring prioritized solutions to market.

Job Description

Core Responsibilities

Experience Strategy & Opportunity Identification

• Identify customer friction, fallout, and whitespace opportunities across the WiFi product experience journey
• Use consumer, behavioral, and competitive data to define and size opportunity areas
• Participate in end-to-end experience reviews across digital, physical, and human-assisted channels, surfacing findings and recommendations
• Translate insights into actionable recommendations and build cross-functional alignment around prioritized solutions

Product Experience Development

• Build experience concepts and business cases in partnership with Finance
• Define customer value propositions and experience requirements for new WiFi product capabilities
• Partner with TPX to translate experience requirements into product and platform solutions
• Contribute to feature adoption strategies that help customers realize value from existing WiFi capabilities

Cross-Functional Execution & Go-to-Market

• Work cross-functionally with TPX, Growth, and CXSO to bring prioritized experience solutions to market
• Coordinate across Marketing, CX, and Sales to ensure consistent, high-quality experience delivery across channels
• Support go-to-market planning including customer communications strategy, onboarding journeys, and lifecycle engagement
• Support cross-functional resolution of systemic experience issues, helping move from one-off fixes to durable solutions

Insights & Performance

• Leverage behavioral, operational, and customer research data to evaluate experience performance and identify improvement opportunities
• Build business cases with quantified impact to support prioritization decisions
• Monitor competitive landscape for experience innovation relevant to the WiFi and Internet services space

Key Partnerships

• Technology & Product Experience (TPX): product and platform delivery
• Growth & Pricing: feature monetization and offer design
• Customer Experience & Service Operations (CXSO): channel experience and service design
• Finance: business case development and investment prioritization
• Marketing: customer communications, lifecycle journeys, and campaign alignment
• Data & Analytics: behavioral insights, funnel analysis, and performance measurement

• 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.

Minimum Qualifications

• 7-10 years of experience in product management, product marketing, customer experience strategy, or a related field
• Strong customer obsession with a track record of translating insights into clear value propositions and experience improvements
• Experience working cross-functionally in a large, complex organization with indirect influence across teams
• Solid analytical skills including the ability to build business cases and synthesize quantitative and qualitative data
• Excellent communication and storytelling skills with the ability to align diverse stakeholders around a shared vision
• Background in connectivity, internet services, digital products, or consumer technology preferred
• Comfortable operating in a fast-paced environment with multiple concurrent priorities
• Bachelor's degree required; advanced degree a plus

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.

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.

Skills:

Problem Solving; Product Experience Management (PXM); Data Analysis; Customer Journey Mapping; Customer Experience Strategy; Product Management; Cross-Functional Partnerships

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 to eligible employees. 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.

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

7-10 Years