Product Operations Manager, Broadband
About The Position
The Product Operations Manager rapidly identifies, manages, and resolves customer-facing and Frontline-facing operational issues that impact Internet service availability, performance, or customer experience. The role involves monitoring, analyzing, and reporting on product performance, resolving customer-impacting production issues, and driving reliability and quality improvements. The role requires interpreting operational data and communicating insights to stakeholders to support informed decision-making. Success is measured by effective issue resolution, performance against forecasts, and the quality of operational support provided. This is a hybrid role requiring a minimum of 3 days per week in the office.
Requirements
- Bachelor’s Degree plus 3 years of related work experience.
- Experience in technical or wireless industry
- Experience of channel experience, direct channel support role or relevant experience with product/service delivery and support planning
- Product management or vendor management experience
- Ability to interview without use of AI tools
- At least 18 years of age and legally authorized to work in the United States
Nice To Haves
- Advanced degree preferred.
- Acceptable areas of study include IT or Engineering
Responsibilities
- Lead cross-functional efforts to identify, prioritize, and resolve product and service issues through root cause analysis and collaboration
- Understand intended product and customer experience to quickly raise and triage customer impacting production issues with appropriate partner teams
- Coordinate solution implementation by defining acceptance criteria, validating testing scope, and supporting release rollout
- Drive continuous improvement initiatives by identifying process enhancements and authoring business requirements for product iterations
- Monitor and analyze product performance to provide actionable insights and regular updates to product managers and business partners
- Role may require impromptu overnight and weekend work hours depending on issue severity and impact
- Also responsible for other duties/projects as assigned by business management as needed
Benefits
- competitive base salary and compensation package
- annual stock grant
- employee stock purchase plan
- 401(k)
- access to free, year-round money coaches
- medical, dental and vision insurance
- a flexible spending account
- employee stock grants
- paid time off
- up to 12 paid holidays
- paid parental and family leave
- family building benefits
- back-up care
- enhanced family support
- childcare subsidy
- tuition assistance
- college coaching
- short- and long-term disability
- voluntary AD&D coverage
- voluntary accident coverage
- voluntary life insurance
- voluntary disability insurance
- voluntary long-term care insurance
- mobile service & home internet discounts
- pet insurance
- access to commuter and transit programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
