Manager, Product Trials

About the Role

Key Responsibilities

• Lead and mentor a team of 5-10 skilled Product Operations professionals.
• Champion exceptional customer experiences across consumer and business service offerings, including IP Video Services, Broadband Services, Voice Services, Mobile Services, and Service Installation and Lifecycle Management.
• Collect, manage, and analyze data on product performance, customer feedback, and operational trends.
• Create and maintain comprehensive documentation for product operations, processes, and procedures.
• Define, track, and optimize key performance indicators (KPIs) to measure product success and operational efficiency.
• Identify opportunities to streamline product management workflows and development cycles.
• Drive initiatives that improve customer communications and reduce contact rates.
• Establish and maintain feedback loops with internal and external stakeholders to support continuous improvement.
• Oversee rigorous testing and validation protocols to ensure high product quality and service reliability.
• Plan and coordinate product launches in collaboration with cross-functional teams to ensure seamless execution.
• Develop and operationalize A/B testing frameworks across test populations to assess feature performance and user impact.
• Standardize product launch processes through documented procedures and best practices.
• Identify risks across the product lifecycle and implement effective mitigation strategies.
• Provide training and support to team members on tools, methodologies, and process improvements.
• Leverage tools and technologies to enhance collaboration, operational oversight, and product delivery.
• Drive innovation by evaluating and integrating new tools, platforms, and operational methodologies.
• Deliver regular performance updates and strategic insights to stakeholders and executive leadership.

Requirements

• Bachelor's degree in computer science, engineering, information technology or related fields.
• Minimum 7-10 years of experience in Product Management, Product Development or Engineering.
• Experience managing and developing Product Management, Development, and/or Engineering resources.
• Background in quality assurance or testing and validation processes.
• Experience conducting user testing and gathering feedback to improve the user experience, including usability testing, A/B testing, and analyzing user behavior.
• Experience working with IP video service technologies such as TCP/IP, UDP and understanding their impact on video delivery, quality, and latency.
• Experience working with WIFI technologies and understanding their impact on the video experience.
• Familiarity with how CDNs work to distribute video content, reduce latency, and improve performance.
• Knowledge of video formats, standards, and DRM technologies.
• Experience with key video quality and engagement metrics such as startup time, buffering events, playback failures, completion rate, viewer retention, and time watched.
• Proficiency in data analysis and interpretation using tools like Tableau or Power BI.
• Experience with product delivery tools like Jira and Confluence.
• Strong verbal and written communication skills and problem-solving abilities.
• Focus on customer feedback and ensuring products meet user expectations and satisfaction.

Nice to Have

• Knowledge of scripting or automation tools.

Benefits & Perks

• Pay is competitive and based on skills and experience.
• Starting pay range in the posted location is $123,379.00 - $202,694.00 per year.