Mgr, Product Ops

Full Time Greenwood Village, Colorado, Denver, Colorado Posted 11/23/2021 Areas of interest: IT Management/Project Management, Product Requisition Number: 297378BR MPD513
JOB SUMMARY
Responsible for identification, management, and resolution of Residential & SMB traditional video product defects and operational issues that may impede success of our video products by supporting the organization and ensuring our customers receive the best quality product possible.

The Mgr., Product Ops will be responsible for providing support of Charter’s Residential and SMB video products via a variety of communication channels, resolving escalated technical and business – related problems. Also responsible for supporting the product development & Agent Tools & Field Ops Tools teams on operational readiness, such as employee field testing, operational readiness testing, production environment feature-functionality validations and post-deployment evaluation of a product performance. Work closely with representatives from Product and external organizations to make sure customers problems are successfully managed.

MAJOR DUTIES AND RESPONSIBILTIES
  • 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 and facilitate delivery of fixed production defects and process issues.
  • Focus on technical defects and process issues related to issues customers are experiencing in production.
  • Identify risks, issues, and opportunities outside of technical defects, tracks them, and works to mitigate/resolve them.
  • Leads and works with a cross functional team through the development, implementation and launch of new video support tools that diagnose & address issues with hardware (digital set top boxes & remote controls) and software (interactive program guides and applications.)
  • Assists in management of product lifecycle and roadmap for digital video products, including residential and commercial.
  • Establishes credibility with internal and external team members to direct planning and implementation, while relentlessly driving deliverable timelines.
  • Develops use cases , defines business rules and support tools for operational implementation across the enterprise.
  • Manages deployment across Charter’s footprint for the next generation of Video customer premise equipment.
  • Plans and implements product deployments/upgrades in close partnership with Project Management organization and field.
  • Determines and monitors key performance customer experience indicators for the video product portfolio.
  • Ensures delivery against product launch goals and objectives; contributes & drives the development of KPIs to measure team success.
  • Executes performance and market analysis for commercial Video products, customer care metrics, achievement of plan objectives, etc while ensures issues are escalated and raised to leadership as appropriate.
  • Create a channel for reporting on issues, resolutions, and turnaround times; builds a SME knowledgebase.
  • Maximize operational performance by providing technical advice, disseminating information, detecting and diagnosing varieties of problems (client, tools, third party).
  • Identify customer service trends, determines system improvements, implements change by monitoring and analyzing data.
  • 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: Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Obtain technical understanding of video
Ability to organize complex logical structures into discrete sets of knowledge that can be understood, shared and troubleshooted
Solid and broad understanding of Networking, Desktop Application & API technologies
Solid understanding of Product Management & Product Development activities
Ability to work in a fast-paced and collaborative agile environment
Aptitude and eagerness to learn from a new environment and make an impact 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 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 orally and in writing in a clear and straightforward manner
Ability to use personal computer and software applications; proficiency with Word, Excel and PowerPoint
Good organizational and office management skills
Excellent cognitive and communications skills
Excellent analytical skills
Strong business acumen and sense of urgency to achieve business results
Strong leader, able to direct and coach a team into an efficient cadence
Knowledge of cable and telecommunications products, services, and competitive landscape

Education
BS/BA in business, engineering or Computer Science or equivalent experience

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

WORKING CONDITIONS
Office environment, some travel MPD513 297378 297378BR

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 minimum of $85,900.00. The actual salary offer may be higher as we 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.



Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more.

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