24 days old

Product Manager

Cox Communications Inc
Atlanta, GA 30303
*Primary Location: *6205-B Peachtree Dunwoody Rd, Atlanta, GA, USA
*Division: *Cox Communications Inc
*Job Level: *Manager/Senior Manager
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *212917

The manager for Product Lifecycle and Operations is responsible for driving excellence in operations, customer experience, and insights that lead to continuous improvement for the Data Usage Billing product. We are seeking a creative and energetic thought-leader who will be the customer champion, ensuring our product is performing as expected and that a good customer experience is maintained throughout all touchpoints.

This individual will collaborate closely with a broad team of Technology, Marketing, Customer Care, Finance and Legal partners. As such, a successful candidate will have proven an ability to partner across cross-functional teams in a complex matrix organization, build strong collaborative relationships, communicate effectively (verbal, written and presentations), influence stakeholders and "get things done" quickly and efficiently.

He/she will be accountable for Product Lifecycle management for the Data Usage Billing product as well as day-to-day operations including: end-to-end customer experience, monitoring of key financial, operational and business metrics, driving new insights and analytics, ongoing product performance validation (UAT), rapid resolution of critical issues and defects, and contributing to Q&A strategy and plan development.

We are looking for an energetic, passionate, and strategic voice who will be a champion and ambassador for the Data Usage Billing product throughout the organization. Must be willing to operate and lead in a fast-paced environment that values results and a bias for action.

*Key Responsibilities*

* Proactively improve the end-to-end customer experience and reliability of the product via ongoing evaluation of product performance and end-to-end customer experience.

* Development, monitoring and publishing of key business, financial and operational metrics. Leveraging insights to recommend ways to continually improve our monitoring, tools and processes.

* Responsible for driving quick resolution and mitigation of all customer-facing issues, with an eye towards always doing the right thing for the customer. Responsible for leading all customer and agent-facing communications related to issues.

* First point of contact for technology and other operational groups (Customer Care support, sales, etc.) on all customer-facing operational issues/questions as well as executive escalations.

* Proactively mine and investigate available data and analytics from various sources to unearth insights and make actionable, strategic recommendations.

* Contribute to defining business requirements and user stories during development processes for new features and capabilities.

* Partner with Technology Operations to optimize long-term operational performance and platform strategy. Periodically assess platform components and overall product architecture within a complex ecosystem to identify opportunities for improvements, platform upgrades and new capabilities (all in partnership with Technology Operations).

* Data Usage SME: Monitor and engage with projects and launches across the organization when there are overlaps/impacts with the Data Usage Billing program and technology ecosystem. Interface with project teams to manage collisions, mitigate impacts, ensure thorough testing, and provide launch "Go/No-Go" criteria.

* Proactively ensure that new features, enhancements and bug fixes are working as expected and do not have any unintended behaviors once they are live and customer-facing.

* Assist with development of testing and production validation strategy and concept documents

* Ensure ongoing accuracy and timely updates of customer-facing and agent-facing communication materials, training, and support articles.

* Manage vendor(s) in annual operational audits and 3rd party reports.

* Regular competitive product feature assessment.

Qualifications: *Requirements*

* Strong problem solving and critical thinking skills. Proven ability to make strategic recommendations by gathering appropriate data and information, translating data into insights, seeking out the right subject matter experts, asking good questions and working linearly and systematically through complex issues.

* Proven data analysis, business intelligence and analytics skills that lead to actionable insights.

* Strong financial acumen.

* Proficient at program and project management within a complex matrix organization.

* High caliber communication skills (verbal, written and through creation of persuasive presentations and data visualizations).

* Demonstrated ability to simplify complex ideas and data to communicate a story and vision clearly and concisely to executive audiences.

* Proven ability to influence cross-functional stakeholders.

* Resourceful at finding creative solutions and, when needed, workarounds in order to get things done quickly and maintain project momentum.

* Highly self-motivated and results-oriented: can work and operate with latitude using his/her independent judgment, within operational parameters. Takes responsibility and has a sense of urgency and tenacity, informing and involving his/her manager as needed.

* Must be able to build and maintain relationships across cross-functional partners. Facilitates agreement, and gains commitment from partners to support ideas, strategy and take action.

*Minimum Qualifications*

* 5+ years of experience in related field (e.g., Technology, Telecommunications, Operations, Media, Consulting, etc.)

* Solid financial and business acumen with experience assessing and contributing to business cases.

* Solid analytical and metrics-based thinker with experience driving reporting, analytics, and insights projects.

* Ability to concisely and effectively communicate with partners at all levels of the organization via written and verbal communications, as well as PowerPoint.

* Demonstrated ability to perform within a high pressure, fast-paced matrix management environment with quickly evolving priorities.

* Comfortable working through ambiguity and sometimes operating within conflicting priorities.

* Advanced Excel skills.

* Firm understanding of in-home networking, connected devices, common drivers of data usage, and emerging trends.

*Preferred Qualifications*

* Bachelors degree.

* Previous Telecommunications experience strongly preferred.

* Previous experience in a Product Operations, Technology Operations or Development role, or closely partnering with a Technology organization through product lifecycle stages.

* Experience with SQL, data analysis, analytics and data visualization.

* Strong time management and prioritization skills with a demonstrated ability to execute against multiple projects and succeed in a fast-paced, results-oriented work environment.

* Previous experience with vendor management.

* Ability to apply basic statistical principles (sample size, deviation, percentiles, distributions, etc.) to evaluate results and gain insights.

* Strong PowerPoint skills.

Who We Are
*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. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals 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.


Posted: 2021-04-12 Expires: 2021-06-04

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Product Manager

Cox Communications Inc
Atlanta, GA 30303

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