Product Operations Manager, Broadband

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The Product Operations Manager rapidly identifies, manages, and resolves customer-facing and Frontline-facing operational issues that impact Internet service availability, performance, or customer experience.

The role involves monitoring, analyzing, and reporting on product performance, resolving customer-impacting production issues, and driving reliability and quality improvements. The role requires interpreting operational data and communicating insights to stakeholders to support informed decision-making. Success is measured by effective issue resolution, performance against forecasts, and the quality of operational support provided.

This is a hybrid role requiring a minimum of 3 days per week in the office.

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

Base Pay Range: $86,400 - $155,900

Corporate Bonus Target: 15%

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.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ349234&paradox=1

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