Product Manager - Product Operations & Experience

Our culture lifts you up-there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:

Regular

Job Description :

Title: Product Manager, Product Operations & Experience

Reports To: Senior Director, Product Operations & Experience

Located: Quincy Corporate Office

Team:

The Product Operations & Experience team is responsible for ensuring a seamless and delightful experience for customers with our products. By leveraging data and internal and external feedback to gain awareness of in-market product experience, the team will drive continuous improvements and efficiencies to boost product experience, product value & NPS. This role involves a combination of product management, user experience, and customer-centric thinking and will require new ways of thinking to deliver on improved cross-functional collaboration to meet business objectives and drive increased customer satisfaction with our products and services.

Essential Duties & Responsibilities:

• Collaborate with x-functional teams, conduct user & competitive research, define product requirements, and optimize product performance to meet business objectives and customer satisfaction.
• Build out monthly product feedback cycles from Technical, Care, Advanced Services Group (ASG), Learning and other employee groups & create monthly readout for Senior Leadership Team (SLT) with action plans for improvements
• Partner closely with Customer Experience team on monthly deep dives and quarterly customer-listening sessions to gain insights and action improvement plans for products
• Collect and analyze customer feedback and data to identify areas for improvement and make insights-driven decisions
• Manage, guide and hold accountable x-functional teams, including sales, marketing, engineering, billing, training, and reporting to scope and operationalize continuous improvements
• Define and track key performance indicators (KPIs) to measure the success and impact of product changes and updates.
• Actively manage key success metrics, track and manage projects and deliver within tight timelines through the ability to organize teams, manage details, and bubble up and present resolutions to challenges
• Drive enhancements to content, review & delivery for Training, Customer Education, Customer Communications & Marketing in support of improved colleague awareness and to help users understand and maximize the product's value
• Create executive presentation materials, summaries and calendars to keep stakeholders informed & ensure alignment on go/no go decisions for improvements
• Product Liaison with x-functional teams on strategic company initiatives focused on designing optimal customer journeys for enhanced product experiences (Example: On-boarding, Self-Install, Equipment Swaps process)
• Other responsibilities as assigned

Qualifications & Requirements:

• BS/BA degree; 8+ years of product operations, product marketing, project management, customer experience, research & insights or related experience
• Experience in cable, telecom or related technology experience, launching or operating innovation products (Internet, Voice, Video)
• Experience in a leadership role responsible for managing or improving new products and strategic product initiatives and responsive to the needs of a rapidly growing organization
• Experience partnering with key product, customer experience, sales, marketing, operations, customer support, field operations and training teams to identify and action improvements
• High degree of initiative and capacity to embrace new ways of working and lead multiple priorities of significant scope in a fast-paced environment
• Excellent organizational skills and attention to detail with the ability to see and communicate the big picture
• Skillful in communicating with and influencing a wide range of internal and external stakeholders
• Key characteristics: proactive leader, continuous learner, passionate about products, problem solver, clear and critical thinker, self-motivated, organized and detailed oriented
• Ability to prioritize based on high-level goals and objectives
• Experience in Product Operations, Product Marketing and/or Customer Experience areas within the telecommunications industry is a plus

Benefits:

• Competitive salary
• Medical coverage (including prescription and vision plans)
• Dental coverage
• Life Insurance (1x salary at no cost to employee)
• Long and short-term disability insurance (no cost to employee)
• Voluntary employee, spousal, and child life insurance
• Company recognized Holidays with additional Floating Holidays
• Paid Time Off (PTO) programs
• Comprehensive Flex Work Policy
• 401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
• Participation in the Employee Bonus Plan
• Participation in the Cogeco Stock Purchase Plan
• Complimentary and discounted broadband services (for those in our service area)
• Tuition Reimbursement
• Headspace Membership
• Betterhelp Membership
• Opportunities for LinkedIn Learning subscriptions for select colleagues

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Location :

Quincy, MA

Company :

Breezeline

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we're doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at [email protected]