Product Operations Manager II

GCI Communication Corp•Anchorage, AK

11d•Hybrid

About The Position

GCI's Product Operations Manager II will be responsible for the operational aspects of GCI’s product lines, enhancing customer experience and operational efficiency, and managing the product end of lifecycle (EOL). This role will build a foundation of excellence through metrics, business processes, best practices, budgeting, and reporting. The role involves evaluating and analyzing consumer and partner interactions with products and services, implementing operational improvements, and collecting/analyzing user data to identify trends and opportunities. A key responsibility is managing the product end-of-life (EOL) process, including planning, communication, and ensuring alignment across departments. The position also provides support to product domains in their post-launch phase, focusing on operational improvements and presenting data-driven recommendations.

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
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.
Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
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.
Ability to make valid judgments and decisions.
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.

Nice To Haves

Relevant industry certifications, such as those from Pragmatic Marketing or The 280 Group.
Telecommunications experience.
Other relevant telecom industry or job specific certifications.
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 of market segmentation, trends, and demands.
Knowledge and understanding of organizational core competencies and awareness of their impact on product launches and lifecycle optimization.
Knowledge and understanding of software development processes and familiarity with relevant product management tools.
Ability to adapt in fast-paced environments with changing circumstances, direction, and strategy.
Ability to lead product change initiatives and/or process improvement efforts; technical and non-technical.
Ability to prioritize tasks, manage timelines, and deliver projects on time.
Ability to distill core components of complex problems into succinct and easily understood conclusions.
Ability to analyze problems and technical situations leading to optimal solutions.
Ability to function autonomously, assuming a great amount of responsibility, and demonstrate leadership on assigned projects.
Strong knowledge and understanding of company operations, functions, and business philosophy.
Strong product and market knowledge.
Strong knowledge and understanding of data analysis tools and techniques with the ability to extract meaningful insights from large datasets.
Strong knowledge and understanding of common product development methodologies such as Agile, Scrum, and Waterfall.
Strong knowledge and understanding of technical, financial, and marketing principles relevant to assigned responsibilities.
Strong knowledge and understanding of relevant product trends, technical platforms, and legal, regulatory, and security considerations relevant to assigned responsibilities.
Strong knowledge and understanding of market segmentation, trends, and demands.
Strong knowledge and understanding of organizational core competencies and awareness of their impact on product launches and lifecycle optimization.
Strong knowledge and understanding of software development processes and relevant product management tools.

Responsibilities

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.
Devise a clear communication plan for all operational improvement initiatives to keep the product team and key stakeholders informed.
Manage product operations projects that help improve overall user experience.
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.
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.
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.