Full TimeGreenwood Village, Colorado, Denver, ColoradoPosted 11/22/2021Areas of interest: IT Management/Project Management, ProductRequisition Number: 297385BRMPD650
JOB SUMMARY Responsible for driving the success of our applications by supporting the organization and ensuring our customers receive the best quality product possible.
The Sr Mgr, Product ManagementOps will be responsible for providing support of Charter Mobile applications via a variety of communication channels, resolving escalated technical problems, and handling questions post release of applications. This position will also be responsible of facilitating the front end development infrastructure required for CI and and automated unit testing. This position will work closely with representatives from external organizations (QA, Reporting, Customer Care, Development) and Product to make sure customers’ problems are successfully managed. Liase to measure the success of launches and post launch support; publish documents and technical training materials to ensure success with little to no post transition issues.
MAJOR DUTIES AND RESPONSIBILTIES Actively and consistently supports all efforts to simplify and enhance the customer experience.
Functions as the technical interface, and facilitates collaboration between the team and the other supporting functional organizations to properly interpret and deliver to the functional specifications into production. Validates alignment between the business operational strategies and technical solutions.
Directly supervises teams; recruits, manages, mentors and evaluates personnel performance to maintain top-level talent.
Ensures product data delivery against new product launch goals and objectives; develops KPIs to measure team success.
Collaborates with multiple departments within the organization.
Proactively identifies trends on customer reported issues and launches support improvements.
Provides the highest quality of service and support for Charter mobile and Product Catalog applications.
Triages phone calls and emails from customers requesting escalated assistance for multiple platforms (website, mobile, voice , content distribution applications).
Escalates issues when appropriate with accurate, up to date information.
Ensures issues are resolved in accordance to Charter SLAs; reduces escalated ticket/call volume.
Participates in post launch review as part of an ongoing process improvement program.
Creates a channel for reporting on issues, resolutions, turnaround times; builds a SME knowledgebase. Maximizes operational performance by providing technical advice, disseminating information, detecting and diagnosing varieties of problems (client, API, third party).
Identifies customer service trends, determines system improvements, implements change by monitoring and analyzing data.
Demands quality deliverables.
Reduces escalated customer call volume by thoroughly documenting and communicating application functionality, features, current issues and workarounds.
Solves major customer issues; educates team.
Manages any internal or external objectives of each launch, and identifies critical factors for success.
Identifies risk factors and works collaboratively with key stakeholders to diminish impact on launch timelines.
Participates in daily stand-ups, product release planning, feature and defect grooming.
Delegates to leads of each group accordingly.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to organize complex logical structures into discrete sets of knowledge that can be understood, shared and troubleshooted Solid and broad understanding of development tools, code versioning and environment management Solid understanding of web-oriented architecture, JSON 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 Ability to oversee complex technical issues involving multi-platform technology - website, mobile apps (iOS, Android), voice and set-top box platforms 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
Education Bachelor’s degree in Computer Science or equivalent experience Master’s degree preferred
WORKING CONDITIONS Office environment Limited travel MPD650 297385 297385BR
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 $107,600.00. 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. Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.