Content Design Manager
Comcast’s Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. We offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia). Some roles can work virtual full-time if they are not near a Tech Hub, but that is dependent upon the needs of the position and amount of collaboration required.
Job SummaryResponsible and accountable for the user experience, working closely with various business verticals to ensure that both business vision and customer expectations are met. Establishes the overall strategy with emphasis on interactive design, visual design, documentation and innovative user experience. Improves the performance of both established and new web sites by maximizing usability and optimizing the user experience, which is achieved by analyzing web site data and implementing user-centric solutions. Manages team which may include exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies, assist in development and meeting of, departmental budget.
Who we are
Comcast's Experience Design team is transforming how customers access and enjoy entertainment and digital home services across all channels—online, mobile and TV. As a part of XD, our Content Design team supports this mission by seeking to make our products, properties, and experiences more transparent, more relevant, and more useful, so our products and services are easier to adopt, easier to use, and easier to love. Our team is made up of the industry's best designers, writers, strategists, and problem solvers. Together, we're building and launching one-of-a-kind experiences that make everyday life easier and more entertaining for millions of people.
What we’re looking for
A creative leader who thinks words-first and understands how integral content is to good UX. As a Content Design manager, you’ll have a hands-on role in shaping consumer-facing experiences for new and existing customers on our Dotcom properties. You’ll coach a team covering a wide array of design needs, ensuring cross-team collaboration in pursuit of best-in-class experiences. You’ll bring your knowledge of UX design, UX copy standards, and digital/product content strategy, as well as experience with end-to-end delivery from strategic thinking to quality execution.
What you’ll do
Oversee a team of UX writers and know the team’s strengths and weaknesses
Work hand-in-hand with UX design stakeholders in partnership on all requests, from conception to delivery
Partner seamlessly with key stakeholder groups: marketing, sales, brand, business units, and product owners
Approach all work with a content strategy lens: start with the “why” of the request, assess business and customer needs, and push back on requests as needed
Manage resourcing across multiple project verticals, in partnership with PM team
Identify and communicate best practices for collaboration and triage of requests (along with PM)
Constantly push for overall consistency of written copy across all projects
Ensure all content meets technical delivery specs and appropriate format for distribution
Partner closely with content design leads to refine roles, process, and evangelize the role of UX writers and content strategists
Manage strategic copy testing initiatives and track performance metrics
Develop process to ensure copy is inclusive and accessible
Manages overall responsibilities of UX writing for the Dotcom design team; provides and updates written guidance for writers within their purview as needed
Coaches a team that establishes and maintains content for Comcast’s digital and mobile products, ensuring content adheres to current guidance and industry best practices
Conducts content-first or content strategy exercises as needed to establish strategic approach for projects/tracks
Provides feedback to and edits contributed content from UX copywriters and other content creators as needed
Reviews, approves, and makes changes to copy documents as needed by the team, empowering writers to peer-review each others’ work as well
Oversees UX copy staff (contractors and full-time employees), partnering with content leadership on interviewing, hiring, onboarding processes, and people management issues
Acts as individual contributor when needed. Must be willing, able, and excited to roll up sleeves and write UX copy
Serves as a liaison and manager-level spokesperson with stakeholders, product owners, and senior staff
What you’ll bring with you
2-3 years’ experience managing or mentoring other content designers or writers
At least 1 year of experience with enterprise level e-commerce site design
Demonstrated experience managing partners, stakeholders, and/or clients throughout complex design and development processes
Some experience working as part of an in-house design team (agency experience is great in addition to this!)
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.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and our communities.
- 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 EOE/Veterans/Disabled/LGBT employer.
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
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. 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 [Register to View] on our careers site for more details.