Product Operations Manager II (Voice and Wifi)

Responsibilities

The Product Operations Manager II will oversee the operational aspects of voice and WiFi product lines, focusing on enhancing customer experience and operational efficiency. They are responsible for managing the product lifecycle, including end-of-life planning, and utilizing data-driven insights to optimize product performance.

Requirements

Candidates must have a Bachelor's degree and at least three years of relevant experience in product management, development, or data analytics. A minimum of one year of specific experience in product management or development is required.

Skills

• Product Management
• Product Operations
• Data Analysis
• KPI Development
• Lifecycle Management
• Customer Experience
• Agile
• Scrum
• Waterfall
• Cross-functional Collaboration
• Strategic Planning
• Market Segmentation
• Technical Proficiency
• Communication
• Project Management
• Budgeting

About this role

*This is a Product Management role focusing on voice and Wifi products. 

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

COMPETENCIES:
* ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly
accepts feedback and demonstrates a willingness to improve.
* BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust,
confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the
Basic Principles.
* COLLABORATION - Works effectively with others to accomplish common goals and
objectives; maintains positive relationships even under difficult
circumstances.
* Demonstrated ability to collaborate effectively across the organization to
achieve a positive outcome. 
* Ability to effectively influence cross functional teams without formal
authority, including senior members of the business.
* Strong influencing skills and credibility based on data-driven decision
making.
* COMMUNICATION- Conveys thoughts and expresses ideas appropriately and
professionally.
* Ability to accurately communicate information virtually (i.e., Teams), over
the phone, and in-person in a clear and concise manner to a range of
audiences.
* Ability to accurately read, write, and respond to business correspondence
such as emails, chat messages, policies, procedures, reports.
* Ability to articulate complex data insights and technical information in
presentation format in front of technical and non-technical internal and
external customers. 
* Demonstrated ability to project confidence and poise in presenting
hypotheses, conclusions, and recommendations to executive leadership.
* COMPLIANCE - Follows internal controls; protects confidential information;
abides by GCI’s Code of Business Conduct & Ethics.
* CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high
priority to customer satisfaction.
* Knowledge and understanding of customer needs and ability to translate
feedback into actionable product improvements.
* RELIABILITY - Consistently follows through on assigned tasks as expected;
demonstrates timely attendance at meetings, training, and other work
obligations.
* RESULTS - Uses a combination of job knowledge, initiative, sound decision
making, innovation, adaptability, and problem solving.
* Proficient in data analysis tools and techniques with the ability to
extract meaningful insights from large datasets.
* Familiar with common product development methodologies such as Agile,
Scrum, and Waterfall.
* Knowledge and understanding of technical, financial, and marketing
principles relevant to assigned responsibilities.
* Knowledge and understanding of relevant product trends, technical
platforms, and legal, regulatory, and security considerations relevant to
assigned responsibilities.
* Knowledge and understanding...

About GCI Communication Corp

Telecommunications · 1,001-5,000 employees · headquartered in Anchorage, AK · founded 1979