Product Operations Manager

JOB SUMMARY
Responsible for driving the success of our Internet service and devices by supporting the organization and ensuring our customers receive the best quality product possible.

The Manager, Product Operations will be responsible for providing support of Charter Internet service and devices via a variety of communication channels, proactive identification of customer impacting issues, resolving escalated technical problems, and handling questions post release of services and devices. This position will be responsible for facilitating all CPE Product Management Lifecycle Management efforts focused on Cable Modems, eMTAs and Gateways developed and deployed for Charter Residential and SMB customers subscribing to Data and/or Voice services.

This position will facilitate the program to insure deployed products are performing in alignment with requirements, resulting in expected customer satisfaction and performing with operational efficiency (low friction).

This position will work closely with representatives from external stakeholder organizations (Engineering, Data Science, IT, Billing, Network Operations, Field Operations, Business Integration, Business Intelligence , suppliers) and Product to make sure customer device related problems are identified and successfully managed, launch and post launch support is measured and improved and monthly performance metrics as well as process updates are managed to facilitate reduced defect aging and truck roll trouble call rates.

MAJOR DUTIES AND RESPONSIBILTIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Functions as the technical interface, and facilitates collaboration between the team and the other supporting functional organizations to properly interpret and deliver to the functional specifications into production. Validates alignment between the business operational strategies and technical solutions.
• Directly supervises teams; recruits, manages, mentors and evaluates personnel performance to maintain top-level talent.
• Ensures delivery against product launch goals and objectives; develops KPIs to measure team success.
• Collaborates with multiple departments within the organization.
• Proactively identifies trends in customer reported issues and launches support improvements.
• Provides the highest quality of service and support for Charter services and devices.
• Escalates issues when appropriate with accurate, up to date information.
• Ensures issues are resolved in accordance to Charter SLAs; reduces escalated ticket/call volume.
• Participates in post launch review as part of an ongoing process improvement program.
• Creates a channel for reporting on issues, resolutions, turnaround times; builds a SME knowledgebase.
• Maximizes operational performance by providing technical advice, disseminating information, detecting and diagnosing varieties of problems (client, API, third party).
• Identifies customer service trends, determines system improvements, implements change by monitoring and analyzing data.
• Demands quality deliverables.
• Reduces escalated customer call volume and truck rolls (TRTC) by thoroughly documenting and communicating application functionality, features, current issues and workarounds.
• Facilitates resolution of Priority 0/1 customer issues
• Manages any internal or external post launch objectives, and identifies critical factors for success.
• Identifies risk factors and works collaboratively with key stakeholders to diminish impact on launch timelines.
• Participates in daily stand-ups, product release planning, feature and defect grooming.
• Facilitates quarterly Internet device vendor reviews (QBR) and expected outcomes across stakeholder organizations
• Develops and maintains Product documentation including Product Guides and Business Rules
• Delegates to leads of each group accordingly.

REQUIRED QUALIFICATIONS: Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Obtain technical understanding of WiFi.
Ability to organize complex logical structures into discrete sets of knowledge that can be understood, shared and troubleshooted
Solid and broad understanding of Networking & WiFi technologies
Solid understanding of Product Management & Product Development activities
Ability to work in a fast-paced and collaborative agile environment
Aptitude and eagerness to learn from a new environment and make an impact quickly
Ability to manage and foster change
Ability to lead large, cross-functional teams to achieve business goals and results
Ability to listen to multiple points of view and synthesize against goals for recommendations
Ability to plan, prioritize and organize effectively and independently
Ability to handle multiple projects and tasks
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative to accomplish job duties
Ability to communicate with all levels of management and company personnel
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to use personal computer and software applications; proficiency with Word, Excel and PowerPoint
Ability to oversee complex technical issues involving multi-platform technology – WiFi hardware, firmware, mobile applications, customer support tools, etc.
Good organizational and office management skills
Excellent cognitive and communications skills
Excellent analytical skills
Strong business acumen and sense of urgency to achieve business results
Strong leader, able to direct and coach a team into an efficient cadence

Education
Bachelor’s degree in Computer Science or equivalent experience

Related Work Experience / Number of Years
Experience in product development process / 5
Related industry experience- cable, telecommunications, software/online services / 5
Management experience / 3
Experience leading a large scale consumer facing product / 3

WORKING CONDITIONS
Office environment
Limited travel
#LI-RC1 MPD513 301593 301593BR

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

The pay for this position has a minimum of $85,900.00. The actual salary offer may be higher as we carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.