[Hiring] Product Operations Manager II @GCI Communication Corp

Role Description

GCI's Product Operations Manager II will be responsible for operational aspects of GCI’s product lines, enhancing customer experience and operational efficiency, and managing the product end of lifecycle (EOL). Build a foundation of excellence through metrics, business processes, best practices, budgeting, and reporting.

Essential Duties and Responsibilities at All Levels:

• Customer Experience and Operational Improvements
  • Evaluate and analyze consumer and partner interactions with products and services.
  • Implement operational improvements for product lines based on analysis of service performance.
  • Collect, analyze, and interpret user data, product usage metrics, and customer feedback to identify trends and opportunities for improvement on all products in the market within assigned domain.
  • Work with product manager to recommend changes to product or end of life of product if performance is/is not being met.
  • Develop and monitor key performance indicators (KPIs) to measure product success and identify areas for optimization with product managers where relevant.
  • Establish systems for collecting and managing customer feedback, including surveys, in-app feedback mechanisms, and qualitative feedback.
  • For all operational improvement initiatives, devise a clear communication plan to keep the product team and key stakeholders informed.
  • Responsible for product operations projects that help improve overall user experience.
• Manage Product End of Lifecycle (EOL)
  • Work with product domain leads to plan and execute the product lifecycle, including the strategic offering of the product lines, features, and devices in the market.
  • Identify opportunities to retire products or features by managing day-to-day product performance, and implementing strategic fixes for the product, as needed.
  • Work with product manager to define product performance and recommend new product fixes based on performance standards.
  • Create an end-of-life (EOL) plan, defining key dates like end of sale, end of production, and end of support that minimize disruption and maximize customer satisfaction.
  • Ensure all departments (product management, technology partners, sales, marketing, customer experience, and customer service, etc.) are aligned in the EOL plan.
  • Develop a clear communication strategy for customers and internal teams, including the timeline and potential transition options.
  • Create comprehensive toolkit materials in partnership with marketing to assist customer service during the transition period.
• Product Domain Support
  • Support a portfolio of product domains in their post-launch phase with a focus on improving the operational aspects of the products.
  • Recommend a definitive conclusion and specific recommendations with clear actions.
  • Clearly present data insights and recommendations to product teams to inform decision-making.
  • May be Assigned to any of the following Product Portfolio Focus Areas:
    • Broadband
    • Wireless
    • Business Data & Voice

Qualifications

• High School diploma or equivalent.
• Bachelor Degree in Business, Accounting, Industrial Management, Engineering or related field.
• Minimum of three (3) years of relevant experience in Product Management, Product Development, Technology Sales or Marketing, IT Development/Operations, Software Development, Technology Engineering, Financial Analysis, or Data Analytics.
• Including a minimum of one (1) year of Product Management and/or Product Development experience.

Requirements

• A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis.
• Relevant industry certifications, such as those from Pragmatic Marketing or The 280 Group (preferred).
• Telecommunications experience (preferred).
• Other relevant telecom industry or job specific certifications (preferred).

Benefits

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.