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Manager, Product Ops -Located in Denver, Colorado

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Full Time Greenwood Village, Colorado, Denver, Colorado Posted 11/17/2022 Business unit: Cable Operations Areas of interest: IT Management/Project Management, Product Requisition Number: 328075BR MPD513
Company Overview
Spectrum 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)

Responsible for driving the success of our Internet service and devices by supporting the organization in managing and providing oversight of the Product Lifecycle to ensure our customers receive the best quality product possible.

The Manager, Product Operations will be responsible for providing support of Charter Internet service and devices via a variety of communication channels, proactive identification of customer impacting issues, resolving escalated technical problems, and handling questions post release of services and devices. This position will be responsible for facilitating all CPE Product Management Lifecycle Management efforts focused on Cable Modems, eMTAs and Gateways developed and deployed for Charter Residential and SMB customers subscribing to Data and/or Voice services. This position will facilitate the program to ensure deployed products are performing in alignment with requirements, resulting in expected customer satisfaction and performing with operational efficiency (low friction).

This position will work closely with representatives from external stakeholder organizations, (IAE, DSDE, IT, Billing, Network Operations, Field Operations, Business Integration, Business Intelligence , suppliers) and Product to make sure customer device related problems are identified and successfully mitigated both for launch and post launch. This position will also focus on the review and distribution of monthly performance metrics, as well providing input on process updates to facilitate reduced defect aging and truck roll trouble call rates; in an effort to increase overall customer satisfaction and company performance.


MAJOR DUTIES AND RESPONSIBILITIES


Actively and consistently supports all efforts to simplify and enhance the customer experience.

Facilitate collaboration between the team and the other supporting functional organizations to properly interpret, mitigate, and facilitate the delivery of fixed production defects and process issues.

Review of any process gaps/issues potentially impacting customers once launched in production; as they relate to Customer Premises Equipment CPE), and associated service(s).

Act as a liaison between Product, Technology, and Operations (Field, Customer Service, Net Ops, and Supply Chain) to ensure 360 view into customer experience.

Identify risks, issues, and opportunities outside of technical defects, and works to mitigate/resolve them.

Provide feedback into the Resi/SMB WiFi Product development team for purposes of future enhancements, and roadmap items based on feedback from the field.

Partner on CPE Product Development with Portals/My Spectrum App stakeholders to drive bug fixes and identify enhancements.

Serve as the primary Product point of contact for L&D, Customer Service, and Marketing for training and marketing collateral.

Ensure delivery against product launch goals and objectives; contribute and drive the development of KPIs to measure team success.

Triage phone calls and emails from partner functional teams (i.e. Net Ops, Customer Service, Field Ops, etc.); requesting escalated assistance as required.

Ensure issues are escalated and communicated to leadership as appropriate.

Participate in post-launch review as part of an ongoing process improvement program.

Create a channel for reporting on issues, resolutions, and turnaround times; contributes as an SME to extend the current team knowledgebase.

Maximize operational performance by providing technical advice, disseminating information, detecting and diagnosing varieties of problems (client, API, third party).

Identify customer service trends, determines system improvements, implements change by monitoring and analyzing data.

Identify means to reduce escalated customer call volume by thoroughly documenting and communicating product feature functionality, current issues and workarounds.

Manage high performing teams by leading, developing, training and providing effective coaching to attract and foster talent.


REQUIRED QUALIFICATIONS
Ability to read, write, speak and understand English
Ability to obtain technical understanding of Internet related products/devices
Ability to organize complex logical structures into discrete sets of knowledge that can be understood, shared and troubleshot
Demonstrate in-depth understanding of Internet services and Internet enabling devices
Demonstrated in-depth understanding of Product Management & Product Development processes
Ability to work in a fast-paced and collaborative environment supported by waterfall and agile practices
Demonstrate an ability to quickly learn/adapt quickly
Ability to manage and foster change
Ability to lead large, cross-functional teams to achieve business goals and results
Ability to listen to multiple points of view and synthesize against program goals for recommendations
Ability to plan, prioritize and organize effectively and independently
Ability to handle multiple projects and tasks
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative to accomplish job duties
Ability to communicate with all levels of management and company personnel
Ability to communicate verbally, and in writing, in a clear and straightforward manner
Ability to use personal computer and software applications; proficiency with Word, Excel and PowerPoint
Ability to oversee complex technical issues involving multi-platform technologies; firmware, mobile applications, customer support tools, etc.
Effective organizational and office management skills
Effective analytical skills
Effective business acumen and sense of urgency to achieve business results
Ability to direct and coach a team into an efficient cadence


Required Education
Bachelor’s degree in Computer Science or equivalent experience


Required Related Work Experience and Number of Years
Experience in product development process - 5
Related industry experience- cable, telecommunications, software/online services - 5
Experience leading a large scale consumer facing product - 3


PREFERRED QUALIFICATIONS
Preferred Related Work Experience and Number of Years
Experience with Fiber to the Premises (FTTP) technologies
2+ years of Management or leadership experience

#LI-LT1
WORKING CONDITIONS
Office environment
Limited travel


MPD513 328075 328075BR

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 $85,900.00 to $152,300.00. 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.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 93,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.

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