Product Operations Manager - Commerical Messaging

Be unstoppable with us!

T-Mobile is synonymous with innovation and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won t stop!

Job Overview

Do you love solving problems that will change millions of people? Do you enjoy looking into the future and finding solutions to problems that haven't even crept up yet? Do you obsess about the customer experience and dive into every detail, including those never ending rules and regulations? Do you want to go deeper than you ever have before into policy and compliance?

We are an innovative, customer-focused team, driving the messaging and voice space for the mobile industry, transforming the way subscribers speak to business and businesses communicate with their customers. It is our obsession with customer experience that drives us to develop elite products, technology, and processes that all other carriers adopt. We are #1 We are the New T-Mobile.

Think you're the right fit? T-Mobile's culture is important to us. Success comes from our culture, diversity, and values. We are seeking enthusiastic, collaborative, and resourceful people from a range of backgrounds who know how to get things done. We take full ownership in our messaging business, speak authentically to our beliefs, and deliver value to our subscribers and aggregator partners who depend on us. You will be a large cog in a small team driving a massive business for the telecom industry. Messaging has fundamentally changed communication between people. If you want to be a part of the team who impacts the way every person who has a cellular device receives messaging, this is the place for you.


The Product Operations Manager will be the subject matter authority and be accountable for operations support and the performance of a portfolio of T-Mobile products/services, serving as the main interface between Product Management and business partners in other areas of the organization. The primary function of this position are to proactively monitor, analyze and report on performance, troubleshoot and drive the resolution of issues, drive reliability and quality improvements, and provide operational subject matter expertise for future products and services. The Product Operations Manager is expected to interpret operational product/service information, develop communication media and present insights to key collaborators, driving action and soliciting support for products. This individual will serve as the operational Product Management resource supporting the product/service lifecycle for other T-Mobile teams such as Engineering, IT, Care, Marketing, Finance and Supply Chain.

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  Conduct regular check ins with partners to understand the rhythm of business and current blockers, product status/health.
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  Reporting: create and maintain reports and one of request for how the effective the business is running
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  Special business review: Review and approve special business review use cases and facilitate a work order with several team members to be performed in a timely manner.
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  Issue management: monitor several inboxes and tools to look at and analyze struggles and roadblocks partners are having.
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  Support processing of aggregator tickets and bug fixes
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  Support and leads days to day operations as well as support executive critical issues by engaging with the proper teams.
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  Ideate and lead partner communication with respect to product releases/ enhancements.
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  Works with product, marketing, and engineering team to motivate change for key issues and prioritize products based on impact.
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  In-market performance against forecasted results and business case achievement of assigned products/services.
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  Monitor for trends and provide regular briefings to product managers and business partners on insights, opportunities and risks.
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  Develops reporting that is used company-wide to provide access to and promote cross-functional accountability for performance.

Product/Service Issue Management

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  Leads cross functional efforts to identify, prioritize and conduct root cause analysis on a diverse set of issues that impact the product/service lifecycle.
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  Requires the ability to perform in-depth analysis of device/network data in partnership with vendors and internal teams.
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  Requires the ability to assign the appropriate level of urgency and influence across teams to drive resolution.

Solution Implementation Planning and Support

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  Lead the coordinated efforts of implementing solutions into production.
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  Define acceptance criteria and roll-out strategy for product/service releases with business partners. Validate scope of testing for all product/service releases and product/service impacting infrastructure changes. Audits the solution and validates the desired customer experience.
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  Support development of training programs and troubleshooting materials.

Continuous Improvement Projects

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  Drive a better product/service experience by influencing cross-functional process improvement, and through the proactive identification and authoring of business requirements to be driven into the next iteration or release of a product or service.
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  For known and resolved issues, initiate cross-functional action plans to close gaps between actual and forecasted results.

Education:

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  Bachelor's Degree IT or Engineering related field, Required

Work Experience:

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  4-7 years Experience in technical or wireless industry.
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  2-4 years Experience of channel experience, direct channel support role or relevant experience with product/service delivery and support planning.
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  2-4 years Product Management or vendor management experience.

Knowledge, Skills and Abilities:

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  Channel Management (Required)
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  Analysis (Required)
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  Microsoft Office (Required)
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  Presentations (Required)
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  Product Management (Preferred)
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  Vendor Management (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States
• T-Mobile requires all employees in this position to be fully vaccinated for COVID-19, unless precluded from doing so by applicable law. The CDC currently defines fully vaccinated as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.

#LI-Corporate

Washington Pay Range : $103,900.00 - $140,600.00

The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below 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, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant. For information about T-Mobile s amazing benefits, check out https://careers.t-mobile.com/culture-and-benefits/

Never stop growing!

T-Mobile 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.



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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.