Cox Communications is the largest private telecom company in America, and we proudly serve six million homes and businesses across 18 states. At Cox, we are committed to creating meaningful moments of human connection, not only with our products and services, but also with our career opportunities. Come connect with us, and lets build a better future together. The Senior Product Manager, Product Management and Operations will be responsible for self-install solution and process development as well as end-to-end ongoing process management. In this role, the Sr. Product Manager will have responsibility for ensuring the end-to-end self-install solution is properly designed and built to deliver results, including efficiency and optimization of processes while ensuring the customer experience is on brand. ? S/he will prioritize a pipeline, execute action plans, identify needed capabilities and features, focus on simplifying business processes, reducing operating costs, and improving the customer and employee experience. Solutions may be multi-faceted, crossing technology, policy, people and process. The ideal candidate is highly collaborative with a keen focus on the ongoing improvement of the experience, introducing consistency and standardization, while continuing to support the enablement of self-install for new products. S/he is a changemaker, able to influence and inspire change across complex experiences. The ideal candidate will be able to see the big picture and identify a continuous improvement methodology to deliver upon the vision. ? POSITION RESPONSIBILITIES: Performs day to day interaction with product/program sponsor(s) on initiatives being developed and launched. Serves as the Core Self-Install end-to-end functionality and process SME Ability to work with large cross functional teams in a matrix organization Develops strategy, business, functional and instructional requirements for self-install solutions, including but not limited to, business requirements, use case documents, end-to-end process maps, frontline-facing and customer-facing support tools, reporting updates, billing system updates, business rules updates, strategic platform updates, end-user instructions, etc. Assists with the development and management of self-install solution KPIs, dashboards and ongoing reporting of the health of key components of the end-to-end self-install experience, honing in on the metrics most important to measure the customer experience and process health. Develops and tracks project budgets, forecasts and actuals Conducts and leverages research and data insights to drive improvements Assesses gaps between current state and future state installation and support M&Ps (Methods and Procedures) and Tools Owns resolution of process and experience issues Monitors, validates and optimizes kitting process execution and performance Ensures establishment of operational performance standards and metrics Assesses gaps between current state and future state installation and support M&Ps (Methods and Procedures) and Tools Integrates & matures operational readiness methodology into department and solution processes Owns resolution of process and experience issues Provides input on operational issues to executives and key stakeholders Develops industry and competitive knowledge and partnerships Qualifications: Minimum 7 or more years of experience required in related field (e.g. product development, product management, process design & development, project management, program management, etc.) 5 or more years of experience required if candidate possesses a related advanced degree?? Direct experience with Product Development and Management. Passionate about process improvements and operational efficiencies and delivering exceptional experiences that delight customers.? Excellent analytic and strategic planning skills. Demonstrated leadership skills and ability to drive business transformation in an organization where operational responsibilities are shared. Strong time management and prioritization skills with a demonstrated ability to execute against multiple projects and excel in a fast-paced, cross-functional and results-oriented work environment. Excellent written and verbal communication skills and excellent collaboration and interpersonal skills. Ability to work with all levels within the organization, including product, technology, field service team members' management, customer care management, supply chain, cross-departmental teams and senior leadership. Preferred BA/BS degree in Business or a Technical field; MBA Experience and knowledge in the telecommunications industry Product Management experience is highly desired. Lean Six Sigma and/or Operational Excellence leadership experience strongly desired. ? About Cox Communications Cox Communications?is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor?James M. Cox.Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.Statement to ALL Third-Party Agencies and Similar Organizations:? Cox accepts resumes only from agencies with which we formally engage their services.? Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.? Cox is not responsible for any fees or charges associated with unsolicited resumes.
Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.