Product Operations Manager, Broadband

Job Responsibilities

Lead cross-functional efforts to identify, prioritize, and resolve product and service issues through root cause analysis and collaboration
Understand intended product and customer experience to quickly raise and triage customer impacting production issues with appropriate partner teams
Coordinate solution implementation by defining acceptance criteria, validating testing scope, and supporting release rollout
Drive continuous improvement initiatives by identifying process enhancements and authoring business requirements for product iterations
Monitor and analyze product performance to provide actionable insights and regular updates to product managers and business partners
Role may require impromptu overnight and weekend work hours depending on issue severity and impact
Also responsible for other duties/projects as assigned by business management as needed

Knowledge, Skills and Abilities

• Channel Management: Manage and optimize customer- and frontline-facing product channels to ensure consistent service availability, performance, and experience
• Analysis: Analyze operational and product performance data to identify issues, trends, and opportunities for improving reliability and quality
• Communication: Communicate clearly and proactively, translating technical concepts to non-technical stakeholders, as well as complex operational issues into actionable insights and ensuring alignment
• Microsoft Office: Utilize Microsoft Office tools to track KPIs, monitor forecasts, and support data-driven operational decisions
• Presentations: Develop and deliver clear, actionable presentations that translate complex operational insights into meaningful updates for cross-functional stakeholders

Required Qualifications

• Bachelor’s Degree plus 3 years of related work experience. Advanced degree preferred. Acceptable areas of study include IT or Engineering
• Experience in technical or wireless industry
• Experience of channel experience, direct channel support role or relevant experience with product/service delivery and support planning
• Product management or vendor management experience
• Ability to interview without use of AI tools
• At least 18 years of age and legally authorized to work in the United States

Pay Range

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

Benefits

T-Mobile USA, Inc. offers a comprehensive benefits package including medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays, paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We also offer mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

Equal Opportunity Employer

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.

Drug-Free Workplace

T-Mobile maintains a drug-free workplace.