Manager, Conversational Experience

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

Job Summary This role is responsible for managing the definition, design, and delivery chatbot experiences across digital channels. This role combines digital product ownership (feature definition, requirement development, backlog management, delivery support) with conversational design (dialog flows, tone, repair strategies, and quality measurement). You’ll work cross-functionally with engineering, product, operations, and care teams to identify and define use-cases and managing the delivery of features, while ensuring the bot reflects our brand voice and meets accessibility and compliance standards. This job is an individual contributor role that does not have direct responsibility for supervision or performance management of staff. Core Responsibilities Conversational Design & UX Design and maintain dialog flows, bot persona, and tone for all chatbot interactions Translate product requirements into clear, brand-aligned conversations, including flow logic, intents, and edge-case handling Ensure experiences are inclusive, accessible, and consistent with brand standards Analyze human-agent resolution patterns and convert successful approaches into automated flows Prototype and validate flows through usability testing and content reviews Collaborate with prompt engineers and authors to refine prompts for accuracy, tone, and format Implement repair strategies (e.g., no-match/no-input handling, confirmations, escalation) Use performance insights to iterate on design and inform product decisions Product Ownership & Feature Delivery Translate customer needs and business goals into clear product requirements and user stories for chatbot features and intents Collaborate with engineering and partner teams to deliver enhancements to the chatbot experience, ensuring alignment with roadmap and KPIs Support backlog grooming, sprint planning, and release readiness for conversational features and flows Partner with analytics and operations to monitor performance and identify opportunities for improvement

Job Description

Core Responsibilities

• Specializes in user experience strategy and design, as well as front-end prototyping for web, mobile and other digital delivery platforms, helping drive the support and future development of various Comcast products and service across multiple platforms.
• Collaborates on and oversees the experience design for external digital communications and Web sites for the Company, including content development, user research, user-centered design processes, project leadership and user experience prototyping and development.
• Leads a variety of web and new media projects for the company. Collaborates in special projects for the Company where there are additional needs for new media communication.
• Oversees efforts to expand and enhance the digital delivery channels of the company, improving the user experience for accessing current and future publications, outreach, research, data, special projects, speeches, education materials, multi-media content and other types of communications that support the mission of the company.
• Assesses a product's positioning and role within the online organization's sites, products and services. Develops and writes interaction and functional specifications.
• Reviews competing products and recommends design solutions that differentiate the organization's products from those of competitors.
• Develops new research and tests theories that lead to alternative, leading-edge design solutions.
• 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.

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. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills:

Customer Experience (CX); User Experience (UX); Collaboration; Experience Design

Salary:

National Pay Range: $89,529.49 USD-$209,834.75 USD Illinois Pay Range: $95,125.09 USD - $184,654.58 USD Colorado Pay Range: $100,720.68 USD - $193,047.97 USD Hawaii Pay Range: $117,507.46 USD - $176,261.19 USD Washington DC Pay Range: $128,698.65 USD - $193,047.97 USD Maryland Pay Range: $106,316.27 USD - $193,047.97 USD Minnesota Pay Range: $100,720.68 USD - $176,261.19 USD New York Pay Range: $106,316.27 USD - $209,834.75 USD Washington Pay Range: $100,720.68 USD - $201,441.36 USD California Pay Range: $100,720.68 USD - $209,834.75 USD New Jersey Pay Range: $111,911.87 USD - $201,441.36 USD Vermont Pay Range: $106,316.27 USD - $167,867.80 USD Massachusetts Pay Range: $111,911.87 USD - $201,441.36 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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