Product Operations Manager, Broadband

T-Mobile • Denver, CO

20h • Hybrid

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. Advanced degree preferred. Acceptable areas of study include IT or Engineering
• 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
• Channel Management: Manage and optimize customer- and frontline-facing product channels to ensure consistent service availability, performance, and experience
• Analysis: Analyze operational and product performance data to identify issues, trends, and opportunities for improving reliability and quality
• Communication: Communicate clearly and proactively, translating technical concepts to non-technical stakeholders, as well as complex operational issues into actionable insights and ensuring alignment
• Microsoft Office: Utilize Microsoft Office tools to track KPIs, monitor forecasts, and support data-driven operational decisions
• Presentations: Develop and deliver clear, actionable presentations that translate complex operational insights into meaningful updates for cross-functional stakeholders

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

• Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• Employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
• Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year.
• Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.
• We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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, and voluntary long-term care insurance.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees