Product Operations Manager II

Job Summary:

Altice USA is a leading provider of Mobile, Broadband (DOCSIS, Fiber) and Video services in the United States for Business and Residential Customers. The Product Development organization is responsible for the technology enablement and development of these technologies for our customers along with the tools used by our teams to support them.

The Product Operations Manager II will join a rapidly growing Product Operations organization focused on delivering exceptional customer experiences through optimization of our product quality and operational processes. A successful candidate will ensure processes and technologies are efficient, data-driven and aligned with the organizations strategic goals by fostering collaboration, data visibility, improving processes and focusing on overall product quality.

Responsibilities:

• Enable exceptional customer experiences for our Care agents, Field technicians and customers.
• Collect, manage and analyze data related to application performance, internal and external customer feedback for the mobile and browser-based applications used by our Care agents and Field technicians.
• Create and maintain detailed documentation for processes procedures and product information
• Develop, track and improve KPIs measuring product success and operational efficiency.
• Identify and implement improvements to streamline product management and development.
• Identify and implement improvements to improve customer communication and reduce contact rates.
• Establish a feedback loop with internal/external stakeholders to drive continuous improvement.
• Ensure rigorous testing and validation processes to maintain high product quality and reliability.
• Plan and execute product launches, ensuring seamless coordination with all relevant teams.
• Introduce capabilities to do effective A/B testing of releases across test populations.
• Develop and enforce standardized procedures and best practices for product launches
• Identify potential risks in product operations and develop mitigation strategies.
• Provide training and support to team members on best practices, tools and processes.
• Leverage and manage tools and technology to enhance product operations and collaboration
• Drive innovation by identifying implementing new tolls, technologies and methodologies.
• Provide regular updates to stakeholders on product operations, performance and strategic initiatives.

Qualifications:

• Bachelor's degree in computer science, engineering, information technology or related fields.
• Minimum five to seven years of experience in the Product Management, Product Development or Engineering.
• Background in quality assurance or testing and validation processes.
• Experience conducting user testing and gathering feedback to improve the user experience. Techniques for usability testing, A/B testing and analyzing user behavior.
• Experience with broadband technologies including DOCSIS and FTTH.
• Understanding of broadband devices (modems/gateways) and in-home WIFI technologies.
• Familiar with the installation processes for broadband and video services.
• Experience with iOS and Android development processes and application ecosystems.
• Knowledge of mobile application architectures and how mobile apps are structured.
• Familiar with submission and update processes for Apple App Store and Google Play Store.
• Understanding of backend technologies and cloud service (Google Cloud)
• Knowledge of mobile application security best practices, data encryption, and authentication.
• Ability to collaborate with designers, engineers and developers to provide an intuitive user experience.
• Proficiency in documenting processes, workflows and best practices to promote knowledge sharing.
• Experience using debugging tools and techniques for identifying and resolving issues in mobile apps.
• Experience with key mobile application quality and engagement metrics.
• Proficiency in data analysis and interpretation leveraging tools like Tableau or Power BI.
• Experience with product delivery tools like Jira and Confluence.
• Demonstrated experience solving performance and data issues by applying experience/knowledge.
• Knowledge of scripting or automation tools can be an asset.