Senior Manager, Product Management ITSM, Direct to Consumer

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

We are seeking a visionary and strategic Senior Product Owner to lead the development and evolution of our ITSM Tooling.  The Senior Manager of Product Management ITSM will also contribute to the Reliability & Performance team, owning the product strategy for the delivery of software systems used by the Direct-to-Consumer Technical Operations group to maintain daily operations. This includes applications such as Service Management (ServiceNow), Partner Portal, Event Management/AIOps, monitoring, dashboards, and more.

As the Senior Manager, you will collaborate with cross-functional teams, including engineering, operations, and data science, to deliver a platform that proactively identifies, diagnoses, and resolves anomalies, significantly reducing mean time to resolution (MTTR).  Our dynamic platform integrates with evolving tools and products, continuously adapting to ensure accuracy and relevance.

Responsibilities include but are not limited to:

• Define and articulate the product vision, goals, and roadmap for ITSM Tooling, ensuring alignment with the company’s goals
• Partner with internal teams (e.g., engineering, operations, and support) to understand platform needs, pain points, and priorities, translating them into clear product requirements.
• Prioritize and oversee the development of features that enable real-time anomaly detection, and automated incident resolution using advanced AI/ML models.
• Drive seamless integration of ITSM Tooling with existing and emerging tools, ensuring adaptability to evolving technologies and workflows.
• Leverage platform analytics and feedback loops to continuously refine requirements.
• Stay informed about industry trends, competitor offerings, and emerging AI/ML technologies to maintain competitive edge.
• Act as the Product Owner in Agile ceremonies, creating and managing a clear and actionable product backlog, ensuring timely delivery of features.

• 8+ years of product management experience, with at least 2 years focused on AI/ML-driven platforms or tools in a complex, data-intensive environment.
• Strong understanding of AI/ML concepts, data pipelines, and incident management tools. Familiarity with IT operations, monitoring systems, and event management platforms is a plus.
• Proven ability to lead cross-functional teams and manage competing priorities effectively.
• Analytical mindset with a focus on delivering innovative, user-centric solutions.
• Excellent verbal and written communication skills, with the ability to convey complex technical concepts to both technical and non-technical stakeholders.
• Bachelor’s degree in Computer Science, Engineering, Data Science, or a related field. A Master’s degree or relevant certifications is a plus.

Desired Characteristics

• Ability to see the big picture while managing detailed product elements effectively.
• Passionate about understanding end-user needs and delivering exceptional experiences.
• Comfortable navigating ambiguous situations and adjusting priorities based on evolving business needs.
• Excited by the potential of AI/ML and eager to drive forward-thinking solutions.
• Strong team player with a track record of fostering positive relationships across diverse teams.
• Demonstrates a strong bias for action and a commitment to achieving measurable outcomes.

This position is eligible for company sponsored benefits, including medical, dental, and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $150,000 - $190,000 (bonus and long-term incentive eligible).

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].

For LA County and City Residents Only:  NBCUniversal will consider for employment
qualified applicants with criminal histories, or arrest or conviction records, in a manner
consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance
Initiative For Hiring Ordinance, the Los Angeles' County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.