Sr Product Operations Manager

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!

The Senior Product Operations Manager will be accountable for the operations support and the performance of a complete portfolio of highly complex digital products. This position is the main interface between Product Management, IT, Engineering and business partners in other areas of the organization. The Sr Product Operations manager will build scalable and sustainable processes and execution models that establishes new processes, process standardization and improvement for the assigned product portfolio. Additionally, this position will monitor, analyze and report on performance, identify root cause, and drive resolution of production issues with cross functional technical teams. Providing operational subject matter expertise and requirements for in-market and future products are critical functions to ensure operational stability and production management. This position requires communication skills that bridge business and technical team members to clearly articulate problems, customer impacts, technical design complexities to drive resolution and optimization.

This role is open in our Bellevue, WA HQ and offers three days a week in office collaboration!

Job Responsibilities:

• Responsible for creating and monitoring success measures and employee accountability standards and communicating product/service performance to product managers as well as Product Management org or other Enterprise functions.
• Monitor product performance data for trends and provide regular reports, dashboards and briefings to product managers and business partners on progress towards goals, key findings and identified areas of opportunity/risk.
• Make recommendations and decisions to maintain product health, reliability and supportability.
• Lead the cross functional identification, investigation and resolution of technical issues that impact the assigned portfolio of products.
• Requires the ability to perform in-depth analysis of device/network data in partnership with vendors and internal teams, assess and communicate business/customer impacts, and create/implement short and long term resolution plans.
• Requires the ability to set the appropriate level of urgency and effectively run cross-functional teams to complete achievements and deliverables according to plan.
• Leads pilots and trials to test potential solutions, including vendor solutions.
• Initiates and drives cross functional improvement programs and projects targeting efficiency, reliability, and sustainability.
• Defines expectations, success measures, go/no go criteria and rollout strategy.
• Audits the solution and validates the desired customer experience.
• Work with prelaunch teams to verify solutions are implemented in future products/services.
• Requires the ability to effectively run cross-functional teams to complete milestones and deliverables according to plan.
• Effectively communicates results.
• Leverage cross-functional partnerships to develop and support new and differentiated customer experience.
• Contribute to functional, technical and reporting requirements for new or major iterations of a product or service.
• Anticipate potential sources of business and customer issues and drive mitigation plans early in the product development lifecycle.
• Partner with prelaunch teams on rollout of new products and services.
• Understand and remain current on trends in competitive product/service support models.
  
  
  

Education:

• Bachelor's Degree or equivalent experience IT or Engineering preferred
  
  
  

Work Experience:

• 7-10 years Experience in technical or wireless industry.
• 4-7 years Program leadership experience.
• 4-7 years Experience of channel experience, direct channel support role or relevant experience with product/service delivery and support planning.
• 4-7 years Product testing and validation experience.
• 4-7 years Product Management or Vendor Management experience.
• 4-7 years Channel experience or direct channel support role experience.
  
  
  

Knowledge, Skills and Abilities:

• Analytics
• Microsoft Office
• Leadership
• Product and Vendor Management
• T-Mobile Tools & System Knowledge (Preferred)
• At least 18 years of age
• Legally authorized to work in the United States
  
  
  

Washington Pay Range : $133,100.00 - $180,000.00

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.

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 paid 12 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 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!

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.

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 ApplicantAccommodation@t-mobile.com 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.