Senior Product Manager, Self Install

Location
Atlanta, Georgia
Salary
competitive
Posted
Feb 19, 2019
Metro Area
Atlanta
Duration
Full Time


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.

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