The Product Operations and Analytics Manager will play a key role on a team driving the growth of the Protection Category. The Product Operations and Analytics Manager will be responsible for all operational aspects of our portfolio of device and data protection products. This role will help to define product KPIs and ensure the products, services, features and initiatives are tracked accurately and are operating effectively and efficiently. Individual in this role will be responsible for diving deep into the data and using analytics, insights and testing to uncover areas of opportunity to simplify, enhance or optimize the consumer experience, product offerings and sales processes. Responsibility for the continuous improvement of the operations and will have the opportunity to lead or contribute to initiatives that deliver an excellent customer experience and portfolio profitability. Essential Duties and Responsibilities:
Develop key metrics for products and create processes to track, analyze, communicate and act upon key operational metrics
Manage and monitor products, support processes and vendor performance.
Develop and execute to key financial and business targets for key products.
Resolve and anticipate critical to complex operational issues, including customer service product support and performance monitoring.
Design and execute a plan of action, and drive business results.
Improve product performance and increase productivity, reduce operational costs and or streamline procedures, processes.
Own root cause analysis and support resolution of any issues/defects.
Ensure day-to-day systems and processes are operating effectively, and ensure operational objectives and deadlines are met.
Provide data analysis, and insights that support product team in creation, deployment, testing and post launch support of product enhancements, programs and initiatives that grow the portfolio, enhances the product strategy and supports business priorities and goals.
Ensure operations adhere to contractual, legal and operational compliance requirements; develop, implement and/or own compliance procedures and related training as necessary.
BA/BS Marketing, Business or related disciplines. Technical undergraduate education with business/product management professional experience is preferred.
Minimum of 5 years of experience in product management, product operations, product development, analytics, sales or marketing. Professional experience within the software or telecommunications industry or with a wireless voice/data service provider a plus.
Advanced experience with standard MS Office applications (Excel, Word, PowerPoint, etc.)
Project management and analytical skills.
Financial analysis, financial root cause investigation and development of solutions/action
Experience working across organizational boundaries, including strong relationship management skills and working with outside vendors.
Strong team orientation, both internal and external
Strong interpersonal and negotiation skills.
Ability to analyze issues, develop and deploy solutions within a dynamic environment.
Ability to prioritize and manage multiple assignments simultaneously.
Excellent written and oral communication skills, including speaking in front of small and large groups. Comfortable presenting leaders.
Strong time and project schedule management skills required to consistently meet deadlines and ensure preparedness for launch or implementation of products, services or initiatives.
Well organized, strong administrative and detail oriented skills.
About U.S. Cellular
Building Up and Building Out
Diversity is a core value of our Dynamic Organization. It is who we are, and aspire to be, as a company.
When U.S. Cellular® associates come together, we create a rich tapestry of passionate and diverse associates who pridefully lead with excellence. We each bring our diverse cultures, backgrounds and talents together for a common purpose—to provide the world’s best customer experience.
Diversity creates a passionate climate of individual thought, creativity and industry-leading innovation that fully engages our associates in the business, thereby giving U.S. Cellular® a competitive advantage for continued growth. It enables us to be a best-in-class employer of choice, trusted business partner and cherished neighbor that attracts, engages and retains the best talent from around the world, as well as provide superior results for our customers and our organization.