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Company OverviewSpectrum is the nation's fastest-growing mobile provider and leading internet provider. Our tech teams create, develop, and operate leading connectivity products serving nearly 100 million users and 500 million devices. We connect people to what's next.This position is eligible to work in a hybrid work model (combination of in-office and remote days)
JOB SUMMARYResponsible for driving the success of our Internet advanced service and devices by supporting the organization and ensuring our customers receive the best quality product possible.The Senior Manager, Product Operations will be responsible for providing support of Charter Internet services and devices for Charter Residential and Small Business customers. This position will be responsible for facilitating all Product Operations Lifecycle Management efforts and will be accountable for a broad portfolio of services. The Senior Manager will be responsible to ensure deployed products and services are performing in alignment with requirements that meet customer satisfaction and perform with operational efficiency and low friction. Efforts will focus on proactive identification of customer impacting issues, resolving escalated technical problems, addressing questions post release of services and device, and publishing monthly performance metrics and process updates to ensure launch and post launch support is measured. In addition, the position will be responsible for identifying areas for improvement based on performance that may include systems updates and/or changes.The Senior Manager, Product Operations will work closely with representatives from stakeholder organizations and external vendors to deliver an industry leading customer experience and may oversee Product Manager(s) who assist with the management of services in the portfolio.MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experienceDeep understanding of industry best practices in product development process specific to the Cable or telecommunications industry and translate appropriate steps for unique organization and market position.Leadership of cross-functional subject matter experts and product manager(s) with delegated responsibility for the above. Develops KPIs to measure team success.Subject matter expert on Residential Internet and Small to Medium Business (SMB) products and services.Maintains awareness and understanding of customer requirements and in all cases, serves as advocate for the customer. Conducts competitive, peer and customer research to identify areas for improvement based on performance metrics and process updates.Supports project management and development teams with product lifecycle management. Evaluates overall performance and identifies areas of opportunity for improvement.Proactively conduct analysis to support development efforts. Facilitates collaboration between stakeholder team(s) and the other supporting functional organizations and validates alignment between the business operational strategies and technical solutions. Provides project budget guidance and actively manages and monitors results vs. budget targets.Clarifies and documents the existing product via service and technical description documents.Performs other duties as requested by supervisor.REQUIRED QUALIFICATIONSSkills/Abilities and Knowledge Ability to read, write, speak and understand English Strong Product Management and/or Product Development ExperienceTechnological and experiential knowledge of Small to Medium Business (SMB) and Residential products, processes and advanced services technologiesStrong understanding of telecommunications and data networking technologiesWorking knowledge of Agile and Waterfall development methodologiesAbility to communicate well, and maintain frequent and in-depth two-way communication with various stakeholder groups (sales, marketing, care, operations, engineering) and leadership teamsAbility to lead matrix teams: should be comfortable in a highly visible role; a great consensus builder and the clear champion of the product line. Ability to think strategically, and create and drive strategy that aligns with overall company goals, and effectively translate that strategy into actionable tactics to meet or exceed budget targetsAbility to communicate effectively with all levels of management and company personnel as well as in public forums in a clear and straightforward mannerAbility to influence other organizations and rally key stakeholders within the company to achieve key objectivesAbility to independently evaluate options, formulate recommendations and present to management or project teamAbility to be comfortable in a highly visible role, with a talent for building relationships with their supporting matrix of organizations. Strong leader, able to direct and coach a team into an efficient cadenceAbility to be a strategic thinker and implement tactical plans to realize long-term strategy. Knowledge of budgeting, forecasting - and the various pricing and volume dynamics that contribute to making a P&L. Ability to plan, prioritize and organize effectively and independentlyAbility to work in a fast-paced and collaborative agile environment Aptitude and eagerness to learn from a new environment and make an impact quicklyAbility to manage and foster changeAbility to maintain confidentialityAbility to listen to multiple points of view and synthesize against goals for recommendationsAbility to simultaneously manage multiple projects and tasksAbility to make decisions and solve problems while working under pressureAbility to show judgment and initiative to accomplish job dutiesAbility to work independently and to make recommendations and decisions Strong ability to oversee complex technical issues involving multi-platform technology - WiFi hardware/services, firmware, mobile devices and applications, customer support tools, etc.Excellent organizational and office management skillsExcellent cognitive and communications skillsExcellent analytical skillsStrong business acumen and sense of urgency to achieve business resultsProficient in Microsoft Office (particularly Word, PowerPoint), Outlook and WebEx/NetMeetingEducation Bachelor's degree in technology or related field, or equivalent experience requiredMaster Degree preferred, but not required.Prefer degree related to the software development or application management field, individualRelated Work Experience Number of YearsExperience in product development process - 5-7Related industry experience- cable, telecommunications, software/online services - 5-7Previous Management experience - 3Experience leading a large scale consumer facing product - 3Project Management Experience - 2WORKING CONDITIONS Office environmentLimited TravelOption to work out of existing Charter Hub location#LI-RC1 MPD650 320416-5 320416BR 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 salary range of $107,600.00 to $191,200.00. The actual salary offer will 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.- ID: #45686779
- State: Colorado Greenwoodvillage 80121 Greenwoodvillage USA
- City: Greenwoodvillage
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2022-09-14
- Deadline: 2022-11-04
- Category: Et cetera