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 a range of

audiences.

* Ability to accurately read, write, and respond to business correspondence

such as emails, chat messages, policies, procedures, reports.

* Ability to articulate complex data insights and technical information in

presentation format in front of technical and non-technical internal and

external customers.

* Demonstrated ability to project confidence and poise in presenting

hypotheses, conclusions, and recommendations to executive leadership.

* COMPLIANCE - Follows internal controls; protects confidential information;

abides by GCI’s Code of Business Conduct & Ethics.

* CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high

priority to customer satisfaction.

* Knowledge and understanding of customer needs and ability to translate

feedback into actionable product improvements.

* RELIABILITY - Consistently follows through on assigned tasks as expected;

demonstrates timely attendance at meetings, training, and other work

obligations.

* RESULTS - Uses a combination of job knowledge, initiative, sound decision

making, innovation, adaptability, and problem solving.

* Proficient in data analysis tools and techniques with the ability to

extract meaningful insights from large datasets.

* Familiar with common product development methodologies such as Agile,

Scrum, and Waterfall.

* Knowledge and understanding of technical, financial, and marketing

principles relevant to assigned responsibilities.

* Knowledge and understanding of relevant product trends, technical

platforms, and legal, regulatory, and security considerations relevant to

assigned responsibilities.

* Knowledge and understanding of market segmentation, trends, and demands.

* Knowledge and understanding of organizational core competencies and

awareness of their impact on product launches and lifecycle optimization.

* Knowledge and understanding of software development processes and

familiarity with relevant product management tools.

* Ability to adapt in fast-paced environments with changing circumstances,

direction, and strategy.

* Ability to lead product change initiatives and/or process improvement

efforts; technical and non-technical.

* Ability to prioritize tasks, manage timelines, and deliver projects on

time.

* Ability to distill core components of complex problems into succinct and

easily understood conclusions.

* Ability to analyze problems and technical situations leading to optimal

solutions.

* Ability to function autonomously, assuming a great amount of

responsibility, and demonstrate leadership on assigned projects.

* SAFETY & SECURITY - Supports a safe work environment by following all

workplace safety rules and guidelines; complies with applicable Security

policies and procedures.

* TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge

(e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.

Additional Job

Requirements

• This is an intermediate level position within the discipline demonstrating
• strong knowledge and proficiency in areas of responsibility. Performs moderately
• complex tasks and job duties, receiving general instruction on routine work and
• new assignments. Works under moderate supervision with latitude for independent
• judgment.
• * May have ownership of some product lines, including accountability for the
• ultimate success or failure of those products.
• * Supports higher level Product Operations Managers in implementing more
• complex projects.
• Additional Competencies:
• * Ability to develop and implement projects, programs, and procedures with
• general organizational impact.
• * Strong knowledge and understanding of company operations, functions, and
• business philosophy.
• * Strong product and market knowledge.
• * Strong knowledge and understanding of data analysis tools and techniques with
• the ability to extract meaningful insights from large datasets.
• * Strong knowledge and understanding of common product development
• methodologies such as Agile, Scrum, and Waterfall.
• * Strong knowledge and understanding of technical, financial, and marketing
• principles relevant to assigned responsibilities.
• * Strong knowledge and understanding of relevant product trends, technical
• platforms, and legal, regulatory, and security considerations relevant to
• assigned responsibilities.
• * Strong knowledge and understanding of market segmentation, trends, and
• demands.
• * Strong knowledge and understanding of organizational core competencies and
• awareness of their impact on product launches and lifecycle optimization.
• * Strong knowledge and understanding of software development processes and
• relevant product management tools.

Minimum Qualifications

• Required: *A combination of relevant work experience and/or education sufficient
• to perform the duties of the job may substitute to meet the total years required
• on a year-for-year basis
• * High School diploma or equivalent.
• * Bachelor Degree in Business, Accounting, Industrial Management, Engineering
• or related field. *
• * Minimum of three (3) years of relevant experience in Product Management,
• Product Development, Technology Sales or Marketing, IT
• Development/Operations, Software Development, Technology Engineering,
• Financial Analysis, or Data Analytics. *
• * Including a minimum of one (1) year of Product Management and/or Product
• Development experience.
• Preferred:
• * Relevant industry certifications, such as those from Pragmatic Marketing or
• The 280 Group.
• * Telecommunications experience.
• * Other relevant telecom industry or job specific certifications.
• DRIVING REQUIREMENTS:
• * This position may require access to reliable transportation for occasional
• travel between retail store locations, offices, worksites, or other locations
• as needed.
• PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
• * Work is primarily sedentary, requiring daily routine computer usage.
• * Ability to work shifts as assigned, work in standard office/home office
• setting, and operate standard office equipment.
• * Ability to accurately communicate information and ideas to others
• effectively.
• * Physical agility and effort sufficient to perform job duties safely and
• effectively.
• * Ability to make valid judgments and decisions.
• * Available to work additional time on weekends, holidays, before or after
• normal work hours when necessary.
• * Must work well in a team environment and be able to work with a diverse group
• of people and customers.
• * Virtual workers must comply with remote work policies and agreements.
• The company and its subsidiaries operate in a 24/7 environment providing
• critical services to Alaskans and may need to respond to public health and
• safety matters or other business emergencies. Due to business needs employees
• may be contacted outside of the core business hours to respond to the immediate
• emergency. As such, you will be requested to provide emergency after hours
• contact numbers, to include your home and cell phone numbers if you have those
• services. Culture, Engagement, and Connection: At GCI, we foster an environment
• where the unique perspectives of our employees, customers, and fellow Alaskans
• are celebrated. We add value to our community by nurturing and empowering each
• member of our workforce, ensuring equal opportunities for every Trailblazer.
• EEO: GCI is an equal opportunity employer. Qualified applicants are considered
• for employment without regard to race, color, religion, national origin, age,
• sex, sexual orientation, gender identity, marital status, mental or physical
• disability, veteran status, or any other status or classification protected
• under applicable state or federal law. DISCLAIMER: The above information on
• this description has been designed to indicate the general nature and level of
• work performed by employees within this classification. It is not designed to
• contain or be interpreted as a comprehensive inventory of all duties,
• responsibilities, and qualifications required of employees assigned to this job.
• All employees of GCI work in support of the GCI Mission Statement and
• Declaration of Principles which are located on the GCI Career page and Employee
• portal.