JOB SUMMARY Responsible for managing the development and execution of new projects and product lifecycle initiatives, including: articulating business requirements, working closely with developers in an agile-based development environment, ability to work independently, creative thinking and strong problem solving skills, ability to pivot between multiple tasks and projects with changing priorities in a fast-paced work environment. Report to and partner closely with the Director of Connected Devices on all IP Video initiatives, including strategic initiatives, feature implementation and lifecycle management of existing products. Become a subject matter expert on IP video products and services. Assist with new development, provide metrics and analysis of product performance and assist with operational performance metrics. Provide input on customer communications, interpret customer feedback, and conducts competitive analysis. Possess the ability to see the big picture related to IP Video Products.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience.
Works cross functionally with Advanced Video Engineering, third party vendors, Network Operations, Customer Operations, Corporate Marketing and others to support video initiatives.
Establishes credibility with internal and external team members in support of development projects, while relentlessly driving deliverable timelines.
Responsible for collaborating with Marketing and Care to ensure that all internal and external facing product information is current and accurate, including updating process documentation, Welcome Kits and Customer Support Page content.
Assists with planning and implementing product features/upgrades in close partnership with Front End Development, Business Analysts, QA and other key stakeholders.
Supports product and feature launches with data analysis and presentation that reflects customer experience and usage of the new product/feature, when applicable.
Executes performance and competitive market analysis for products, customer care metrics, achievement of plan objectives, etc.
Performs other duties as requested by supervisor.
REQUIRED QUALIFICATIONS Skills /Abilities and Knowledge Ability to read, write, speak and understand English Ability to work independently and collaboratively Ability to analyze and interpret data Ability to communicate orally and in writing in a clear and straightforward manner Ability to communicate with all levels of management and company personnel in public forums Ability to maintain confidentiality Ability to plan, prioritize and organize effectively Ability to make decisions and solve problems while working under pressure Ability to simultaneously manage multiple projects Ability to show judgment and initiative and to accomplish job duties Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.) Ability to work independently to seek answers and track down solutions, as well as a willingness to take on any project no matter how big or small Ability to lead large, cross-functional teams in order to achieve business goals and results Knowledge of broadband services, technology, and marketing Knowledge of cable and telecommunications platforms and products, services, and competitive landscape is preferred
Education Undergraduate degree required or equivalent work experience Graduate degree desired
Related Work Experience Number of Years Consumer Product management 5 Related industry experience preferred
PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge Experience working with residential Video services Ability to respond quickly to changing market needs Ability to prioritize and organize effectively Experience with Agile/Scrum development framework