Product Operations Manager, Broadband

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

The Product Operations Manager rapidly identifies, manages, and resolves customer-facing and Frontline-facing operational issues that impact Internet service availability, performance, or customer experience.
The role involves monitoring, analyzing, and reporting on product performance, resolving customer-impacting production issues, and driving reliability and quality improvements. The role requires interpreting operational data and communicating insights to stakeholders to support informed decision-making. Success is measured by effective issue resolution, performance against forecasts, and the quality of operational support provided.
This is a hybrid role requiring a minimum of 3 days per week in the office.

Job Responsibilities:

• Lead cross-functional efforts to identify, prioritize, and resolve product and service issues through root cause analysis and collaboration

• Understand intended product and customer experience to quickly raise and triage customer impacting production issues with appropriate partner teams

• Coordinate solution implementation by defining acceptance criteria, validating testing scope, and supporting release rollout

• Drive continuous improvement initiatives by identifying process enhancements and authoring business requirements for product iterations

• Monitor and analyze product performance to provide actionable insights and regular updates to product managers and business partners

• Role may require impromptu overnight and weekend work hours depending on issue severity and impact

• Also responsible for other duties/projects as assigned by business management as needed

Knowledge, Skills and Abilities:

• Channel Management: Manage and optimize customer- and frontline-facing product channels to ensure consistent service availability, performance, and experience

• Analysis: Analyze operational and product performance data to identify issues, trends, and opportunities for improving reliability and quality

• Communication: Communicate clearly and proactively, translating technical concepts to non-technical stakeholders, as well as complex operational issues into actionable insights and ensuring alignment

• Microsoft Office: Utilize Microsoft Office tools to track KPIs, monitor forecasts, and support data-driven operational decisions

• Presentations: Develop and deliver clear, actionable presentations that translate complex operational insights into meaningful updates for cross-functional stakeholders

Required Qualifications:

• Bachelor’s Degree plus 3 years of related work experience. Advanced degree preferred. Acceptable areas of study include IT or Engineering

• Experience in technical or wireless industry

• Experience of channel experience, direct channel support role or relevant experience with product/service delivery and support planning

• Product management or vendor management experience

• Ability to interview without use of AI tools

• At least 18 years of age and legally authorized to work in the United States

Base Pay Range: $86,400 - $155,900

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ349234¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.