Principal Product Manager, Omnichannel Experience Platform

Responsibilities

• You will own the strategy, roadmap, and prioritization for omnichannel platform capabilities that connect customer experiences across assisted and unassisted channels. You will help determine what capabilities should be built, improved, consolidated, deprecated, or sequenced over time.
• You will partner closely with product, engineering, architecture, service, sales, retail, field operations, marketing, data, analytics, privacy, security, and operations teams to translate business and customer needs into scalable platform capabilities.
• This role requires clear product judgment: deciding what matters most, aligning senior stakeholders, making tradeoffs, and connecting platform investments to measurable customer, operational, and business outcomes.
• Core Responsibilities:
• Own product strategy and capability roadmaps for enterprise omnichannel and customer engagement platforms.
• Translate business goals, customer needs, regulatory requirements, and operational constraints into reusable platform capabilities.
• Break down broad business priorities and customer journey needs into clear capability areas, roadmap themes, features, epics, and delivery-ready backlog.
• Build roadmap structures that distinguish between existing platform capabilities, planned enhancements, and true new capability needs.
• Sequence capabilities across near-term delivery needs and longer-term platform evolution.
• Prioritize competing stakeholder needs across business, operations, analytics, technology, and customer experience partners.
• Partner with engineering, architecture, data, privacy, and security teams to shape scalable, resilient, compliant solutions.
• Structure roadmap work so it can connect to platform planning, Jira hierarchy, backlog readiness, and downstream execution.
• Make explicit tradeoff decisions across build, buy, defer, consolidate, deprecate, and optimize options.
• Identify capability gaps, platform duplication, operational friction, and opportunities to simplify the ecosystem.
• Define success metrics and connect platform decisions to measurable business, customer, operational, or technical outcomes.
• Lead roadmap governance, stakeholder alignment, and executive-level communication.
• Use customer, business, platform, and performance data to inform roadmap decisions.
• Bring practical understanding of AI-enabled product capabilities, including evaluation, governance, risk, and operational readiness.
• Omnichannel Experience Responsibilities:
• Own platform capabilities that connect assisted and unassisted customer experiences across digital self-service, call center, retail, field, IVR, chat, messaging, telesales, partner channels, and agent tools.
• Define the connective tissue between channels, including identity, customer context, ord

Benefits

Additional Information

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.) Job Summary We are looking for a Principal Product Manager to own product strategy and capability roadmaps for enterprise omnichannel experience platforms that support assisted and unassisted customer journeys across digital self-service, call center, retail, field, IVR, chat, messaging, agent tools, and AI-enabled support. This is a platform product management role focused on shaping the reusable capabilities that connect customer and employee experiences across channels. The role requires a product leader who can translate business priorities and customer journey needs into clear platform capabilities, sequence those capabilities over time, and partner with engineering and architecture to move from roadmap strategy to delivery-ready work. The right candidate has owned product decisions for enterprise omnichannel, customer engagement, service, sales, digital, or customer experience platforms, including roadmap prioritization, capability sequencing, stakeholder tradeoffs, engineering partnership, and measurable outcomes. Job Description 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.

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