Product Operations Manager II (Voice and Wifi)

GCI Communication Corp•Anchorage, AK

About The Position

This intermediate-level product management role focuses on voice and WiFi products. The Product Operations Manager II is responsible for operational aspects of GCI product lines, improving customer experience and operational efficiency, and managing products through end of lifecycle. The role builds operational excellence through metrics, business processes, best practices, budgeting, and reporting. It supports post-launch product portfolios and may be assigned to Broadband, Wireless, or Business Data & Voice product portfolio areas. The position performs moderately complex work under moderate supervision, with general instruction on routine work and new assignments and latitude for independent judgment. It may own some product lines and be accountable for their success or failure, while supporting higher-level Product Operations Managers on more complex projects. Work is primarily sedentary and involves daily computer use in a standard office or home-office setting. Virtual workers must comply with remote-work policies and agreements. The position may require reliable transportation for occasional travel between locations and availability for additional work outside normal hours, including weekends and holidays, when necessary. Because GCI operates critical services in a 24/7 environment, employees may be contacted outside core business hours to respond to emergencies.

Requirements

High school diploma or equivalent.
Bachelor's degree in Business, Accounting, Industrial Management, Engineering, or a related field.
At least 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.
At least 1 year of Product Management and/or Product Development experience.
A combination of relevant work experience and/or education may substitute for the total years required on a year-for-year basis.
Strong knowledge of company operations, functions, and business philosophy.
Strong product and market knowledge, including market segmentation, trends, and demands.
Knowledge of data-analysis tools and techniques and the ability to extract meaningful insights from large datasets.
Knowledge of common product-development methodologies, including Agile, Scrum, and Waterfall.
Knowledge of technical, financial, and marketing principles relevant to the role.
Knowledge of product trends, technical platforms, and applicable legal, regulatory, and security considerations.
Knowledge of organizational core competencies and their impact on product launches and lifecycle optimization.
Knowledge of software-development processes and relevant product-management tools.
Ability to collaborate across the organization and influence cross-functional teams, including senior business members, without formal authority.
Ability to use data-driven decision-making to establish credibility and influence stakeholders.
Ability to communicate clearly and professionally in person, by phone, and virtually, and to write business correspondence, policies, procedures, and reports.
Ability to present complex data insights and technical information to technical and non-technical audiences, including executive leadership.
Ability to translate customer needs and feedback into actionable product improvements.
Ability to adapt to changing circumstances, direction, and strategy in a fast-paced environment.
Ability to lead product-change initiatives and process-improvement efforts.
Ability to prioritize tasks, manage timelines, and deliver projects on time.
Ability to distill complex problems into clear conclusions and analyze technical situations to identify effective solutions.
Ability to work autonomously, take responsibility, and demonstrate leadership on assigned projects.
Proficient computer skills, including Microsoft Office applications such as Outlook, Teams, Word, and Excel.
Ability to work shifts as assigned and operate standard office equipment.
Ability to work well in a team and with a diverse group of people and customers.
Ability to work additional time on weekends, holidays, or before or after normal hours when necessary.
May need access to reliable transportation for occasional travel between retail stores, offices, worksites, or other locations.

Nice To Haves

Relevant industry certifications, such as those from Pragmatic Marketing or The 280 Group.
Telecommunications experience.
Other relevant telecommunications-industry or job-specific certifications.

Responsibilities

Evaluate and analyze consumer and partner interactions with products and services.
Implement operational improvements for product lines based on service-performance analysis.
Collect, analyze, and interpret user data, product-usage metrics, and customer feedback to identify trends and opportunities for improvement across products in the assigned domain.
Work with product managers to recommend product changes or end-of-life decisions based on product performance.
Develop and monitor key performance indicators (KPIs) to measure product success and identify optimization opportunities with product managers.
Establish systems for collecting and managing customer feedback, including surveys, in-app feedback mechanisms, and qualitative feedback.
Create communication plans for operational-improvement initiatives to keep product teams and key stakeholders informed.
Lead product-operations projects that improve the overall user experience.
Work with product domain leads to plan and execute product lifecycles, including strategic offerings of 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 as needed.
Work with product managers to define product performance and recommend fixes based on performance standards.
Create end-of-life plans, including key dates such as end of sale, end of production, and end of support, to minimize disruption and maximize customer satisfaction.
Align product management, technology partners, sales, marketing, customer experience, customer service, and other departments on end-of-life plans.
Develop communication strategies for customers and internal teams, including timelines and potential transition options.
Create toolkit materials with marketing to assist customer service during product transitions.
Support post-launch product domains with a focus on improving operational aspects.
Present data insights and recommendations to product teams to inform decision-making, including definitive conclusions and specific actions.
Develop and implement projects, programs, and procedures with general organizational impact.
Support higher-level Product Operations Managers in implementing more complex projects.
Work effectively across teams, influence stakeholders without formal authority, and communicate findings and recommendations to technical and non-technical audiences.