The Senior Product Operations Manager will be the subject matter expert and be accountable for operations support and the performance of a complete portfolio of highly complex and visible products, serving as the main interface between Product Management and business partners in other areas of the organization. This position serves the role of channel engagement champion/liaison and operational Product Management resource throughout the product lifecycle. In the role of Channel Engagement, this position must build scalable and sustainable programs and execution models that create loyalty for the assigned product or service portfolio. This position must monitor, analyze and report on performance, and drive the resolution of issues and provide operational subject matter expertise for future products and services. This position requires the ability to develop communication media and present insights to key stakeholders and executives, shaping strategy and gaining visibility and support for assigned products and services. This position must apply a customer centric vision in leading cross-functional team efforts in supporting and executing the T-Mobile product/service strategy.
Product/Service Performance Management - Responsible for creating and monitoring success measures and employee accountability standards and communicating product/service performance to product managers as well as Product Management org or other Enterprise functions. Monitor product performance data for trends and provide regular reports, dashboards and briefings to product managers and business partners on progress towards goals, key findings and identified areas of opportunity/risk. Make recommendations and decisions to maintain product health, reliability and supportability. Leads the design and software development of critical tools.
Product/Service Issue Management - Lead the cross functional identification, investigation and resolution of technical issues that impact the assigned portfolio of products. Requires the ability to perform in-depth analysis of device/network data in partnership with vendors and internal teams, assess and communicate business/customer impacts, and create/execute short and long term resolution plans. Requires the ability to set the appropriate level of urgency and effectively manage cross-functional teams to complete milestones and deliverables according to plan.
Solution Implementation Planning and Support - Manages pilots and trials to test potential solutions, including internal development of tools and solutions as well as vendor solutions. Initiates and drives cross functional improvement programs and projects targeting efficiency, reliability, and sustainability. Defines expectations, success measures, go/no go criteria and rollout strategy. Audits the solution and validates the desired customer experience. Work with prelaunch teams to verify solutions are implemented in future products/services. Requires the ability to effectively manage cross-functional teams to complete milestones and deliverables according to plan.
Effectively communicates results.
New Product/Service Support - Leverage cross-functional partnerships to develop and support new and differentiated customer experience. Contribute to functional, technical and reporting requirements for new or major iterations of a product or service. Anticipate potential sources of business and customer issues and drive mitigation plans early in the product development lifecycle. Partner with prelaunch teams on rollout of new products and services.
Understand and remain current on trends in competitive product/service support models.
Also responsible for other Duties/Projects as assigned by business management as needed.
7-10 years Experience in technical or wireless industry.
4-7 years Program leadership experience.
4-7 years Experience of channel experience, direct channel support role or relevant experience with product/service delivery and support planning.
4-7 years Product testing and validation experience.
4-7 years Product Management or Vendor Management experience.
4-7 years Channel experience or direct channel support role experience.
Bachelors Degree IT or Engineering preferred
As America's Un-carrier, T-Mobile USA, Inc. (NASDAQ: "TMUS") is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile USA. Inc. provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit http://www.t-mobile.com
Equal Employment Opportunity
We take equal opportunity seriously-by choice.
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
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