The National Sales Operations (NSO) team supports the tools used by thousands of sales representatives in all Comcast markets working within the Direct, Communities, Indirect, Call Center, and Retail sales channels to sell residential products. There are a range of tools uses for different functions that are built on different platforms (Salesforce, ServiceNow, Unily and custom web applications). The Tools & Technology group within NSO is responsible for supporting these tools while driving toward a strategic vision that seeks to build scalable, extensible and cost-effective solutions that aims to optimize productivity and provide the best employee experience.
The Product Manager develops and maintains the vision of their assigned application and is ultimately responsible for ensuring a measurable and maximum return on investment (ROI) of its features. They will rationalize and prioritize requests, collaborate with the technology group to determine the appropriate platform to build capabilities and then team up with the associated development teams(s) through the lifecycle from defining requirements to the acceptance of deliverables. The Product Manager will work closely with business stakeholders (sales channel) and other NSO teams (Data, Reporting, Sales Comp, Deployment and Support) to ensure the end-to-end success of projects from idea to implementation. They will also serve as the SME on tools to provide some assistance to the support team when responding to questions and resolving issues in production.
Be a subject matter expert by obtaining a comprehensive understanding of owned application(s) and features including UI, data and business logic.
Establish and apply evaluation criteria used to vet and prioritize all business requests that is rooted in providing a measurable return on investment.
Collaborate with business stakeholders to maintain a backlog of feature requests and maintain a product roadmap for the next 12+ months.
Partner with technology group to assess feasibility to build and enhance tools to satisfy business requirement across all available platforms (within one or many). Participate in the evaluation of alternate platforms as needed.
Maintain a thorough awareness of the use cases supported by owned applications and how users interact with it. Utilize multiple feedback mechanisms to understand user behavior including incidents, field studies and analytics.
Attend all Agile ceremonies (grooming, planning, daily stand-ups, retrospectives, etc.) and be readily available to development team and business stakeholders through the SDLC.
Prioritize the backlog and ensure there are groomed stories to keep the development team fully utilized for the next 2 sprints (one months).
Collaborate with developers and testers to ensure that requirements and acceptance criteria is fully understood and adequately tested (UAT).
Ensure that stakeholder (sales channel) approve all user stories completed by the development team before being deployed.
Support the logistics associated with the deployment of tools and enhancements. Review project documentation, user guides, training and communication associated with all software releases.
Define and document operational processes required for new and enhanced capabilities.
Document tool features and FAQs for reference by NSO teams and channels.
Assist the NSO teams to address and resolve issues found in production with assigned tools / features.
Provide weekly status reports summarizing accomplishments, challenges / issues and future work plans.
Other duties as assigned.
BA/BS or Associate degree in Business or related studies.
Minimum 1 years as a product owner of a tool / application built with Salesforce (Lightning UI)
Minimum 4 years as a product owner of a custom / home grown web-based application used by employee for a complex process flow (ideally related to order entry)
Minimum of 4 years of experience with implementation and customization of software platforms (e.g. CMS, CRM, etc.).
Minimum 4 years working with an Agile development team to define requirements (create user stories) and accept deliverables.
Generally requires 6-9 years related experience.
Proficiency in documenting use cases, BRDs, web application requirements and product roadmaps.
Advanced proficiency with use of Microsoft Office applications including, Word, Excel and Visio and other tools used to document and track business requirements.
Desirable Skills / Experience:
Salesforce Admin certification.
Experience with building employee tools for sales agents CRM, coaching, activity tracking, etc.
Experience in cable and/or telecommunications.
Experience using Rally.
Passion for continuous process improvement.
Driven by goals and pursuit of professional development.
Ability to rapidly re-prioritize and handle shifting priorities while demonstrating a high degree of professionalism and adaptability.
Strong communication skills (written, interpersonal, presentation), with the ability to easily and effectively interact and negotiate with business stakeholders.
Ability to effectively deal with ambiguity, uncertainty, and incomplete information when evaluating alternatives and making recommendations.
Creative and abstract thinking skills to envision and design innovative solutions to business opportunities and challenges.
Must have "can do" / "will do" attitude.
Must be a team player-highly adaptive, resourceful, accountable, enjoys learning and sharing.
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.
Employees at all levels are expect 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
Respect and promote inclusion and diversity
Do what's right for each other, our customers, investors and our communities
Comcast is an EOE/Veterans/Disabled/LGBT employer