October 25, 2024

GCI

FULL TIME

Mgr, Product Operations & Planning

PURPOSE OF POSITION:

GCI's Mgr, Product Operations & Planning will lead the development and management of the aggregate product roadmap, definition and management of internal product standards, creation and standardization of product success tracking, execution of product/device lifecycle and end-of-life projects, and provision of visibility and coordination with stakeholders.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

This leadership position requires the following non-delegable responsibilities:

Fully own the mission, goals, operations, and results of the team and areas of responsibility.
Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:
Establishing the vision and tone for the department, consistent with company culture and mission.
Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.
Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees.
Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.

Manage Aggregate Product Roadmap :
Document, maintain, and communicate 24-month overall Product Roadmap, including:

Resource validation.
Product specific templates and processes.
Facilitating Product intake and disposition.
Holding roadmap review with stakeholders on a regular cadence.
Coordinating between CTO Strategy function for the 96-month roadmap.
Cross organizational financial & resource validation in support of product roadmap.
Managing product migrations & transitions relative to rate plans, features, & customer equipment.
Customer equipment lifecycle forecasting and tracking.
Shaping the integration of key cross-functional processes (e.g., aligning resources/priorities).
Customer equipment forecasting accuracy.
Consistent adoption of standards and processes across Product team.

Create tools/dashboards for Product performance monitoring:

Work cross-functionally to aggregate data and monitor/report on product OKRs/KPIs.
Track & report on annual product goals in support of corporate goals.

Support Product Lifecycle :

Drive projects for product customer experience and operational improvement.
Execute sunsetting and migration of product line, features, and devices.
Products successfully migrated or decommissioned in line with product strategy and roadmap.
Reduce technical debt.
Ensure customer satisfaction.
Meet goal completion rate.

Optimize Product function:

Define and run internal Product processes, including cross-department integration.
Manage product manager workload at department level.
Create standards and templates for consistent practices.
Track status of product initiatives, including BAU.
- Owns and manages priorities and individual tasks without direct supervision.
- Takes the initiative and seeks out opportunities.
- Demonstrated ability to influence decision makers while maintaining relationships.
- Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.
- Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.
- Ability to articulate information in presentation format in front of internal and external customers and clients. Comfortable speaking in public and group settings.
- Ability to effectively relay technical information and concepts, both verbally and in writing, to customers, contractors, vendors, and departmental personnel with varying degrees of technical knowledge.
- Proven experience with telecommunications and/or internet products and services including home and/or small business broadband services.
- Experience leading teams in the development of business cases and/or customer proposals.
- Ability to develop budgets for the department. Familiar with reporting and tracking tools necessary to assure budget guidelines meet expectations.
CHANGE MANAGEMENT: champions and supports department and company change.
DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.
- Demonstrated ability to analyze complex challenging problems and situations leading to optimal solutions.
PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.
MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide, direct, and influence others to achieve results.
- Demonstrated ability to lead a team to high levels of performance while maintaining personal growth for employees.
PERFORMANCE MANAGEMENT: sets clear performance expectations for team.

COMPETENCIES:

ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

Grade: E07
Minimum Qualifications:
Required: * A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

High School diploma or equivalent.
Bachelor’s degree in computer science, engineering, business, or relevant field. *
Minimum of seven (7) years of experience in a professional telecommunications product development, marketing, service delivery, project management, or related role. *
- Including a minimum of two (2) years in a supervisory or management position; may be substituted with equivalent demonstrated functional leadership experience.

Preferred:

Project Management Institute (PMI) Certification.
Project Management Professional (PMP) Certification.
Telecommunications experience.

DRIVING REQUIREMENTS :

This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

Work is primarily sedentary, requiring daily routine computer usage.
Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
Ability to accurately communicate information and ideas to others effectively.
Physical agility and effort sufficient to perform job duties safely and effectively.
Ability to make valid judgments and decisions.
Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
Must work well in a team environment and be able to work with a diverse group of people and customers.
Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Diversity, Equity, and Inclusion: At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer.

EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.