Product Operations Manager II

GCI's Product Operations Manager II will be responsible for operational aspects of GCI’s product lines, enhancing customer experience and operational efficiency, and managing the product end of lifecycle (EOL). Build a foundation of excellence through metrics, business processes, best practices, budgeting, and reporting.  ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Customer Experience and Operational Improvements

• Evaluate and analyze consumer and partner interactions with products and services.
• Implement operational improvements for product lines based on analysis of service performance.
• Collect, analyze, and interpret user data, product usage metrics, and customer feedback to identify trends and opportunities for improvement on all products in the market within assigned domain.
• Work with product manager to recommend changes to product or end of life of product if performance is/is not being met.
• Develop and monitor key performance indicators (KPIs) to measure product success and identify areas for optimization with product managers where relevant.
• Establish systems for collecting and managing customer feedback, including surveys, in-app feedback mechanisms, and qualitative feedback.
• For all operational improvement initiatives, devise a clear communication plan to keep the product team and key stakeholders informed. 
• Responsible for product operations projects that help improve overall user experience.

Manage Product End of Lifecycle (EOL)

• Work with product domain leads to plan and execute the product lifecycle, including the strategic offering of the product lines, features, and devices in the market. 
• Identify opportunities to retire products or features by managing day-to-day product performance, and implementing strategic fixes for the product, as needed. 
• Work with product manager to define product performance and recommend new product fixes based on performance standards.
• Create an end-of-life (EOL) plan, defining key dates like end of sale, end of production, and end of support that minimize disruption and maximize customer satisfaction.
• Ensure all departments (product management, technology partners, sales, marketing, customer experience, and customer service, etc.) are aligned in the EOL plan.
• Develop a clear communication strategy for customers and internal teams, including the timeline and potential transition options.
• Create comprehensive toolkit materials in partnership with marketing to assist customer service during the transition period.

Product Domain Support

• Support a portfolio of product domains in their post-launch phase with a focus on improving the operational aspects of the products. 
• Recommend a definitive conclusion and specific recommendations with clear actions. 
• Clearly present data insights and recommendations to product teams to inform decision-making.

May be Assigned to any of the following Product Portfolio Focus Areas: 

• Broadband
• Wireless
• Business Data & Voice

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Demonstrated ability to collaborate effectively across the organization to achieve a positive outcome. 
  • Ability to effectively influence cross functional teams without formal authority, including senior members of the business.
  • Strong influencing skills and credibility based on data-driven decision making.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to