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JOB DESCRIPTION
SUMMARY
Responsible for a variety of activities in planning, developing and coordinating all efforts for assigned products during all stages of the product lifecycle; define and implement processes to support product offers from implementation to billing; communicate product needs and direction to internal stakeholder teams; continually evaluate and improve product offers based on sales needs and customer requests; assist in creating internal training to support new releases while adhering to policies and procedures.
MAJOR JOB ACCOUNTABILITIES
Product Management Function - Plan, develop, and coordinate the efforts for assigned products during all stages of the product lifecycle
* Partner with leadership to ensure that product-level financial targets for both revenue and margin are met/exceeded
* Produce pricing for opportunities, based on analyses and by balancing revenue and margin
* Work with Vendor/Carrier Management to understand and improve cost, quality and product standards[PDJ1] .
* Be a SME/resource for the Sales team, Sales Engineers as well as customers/prospects on all product matters
* Lead the creation and/or modification of operational processes in support of each product
* Produce periodic reports on the financial and qualitative 'health' of the products
* Have pulse on the competitive and market dynamics for each product
* Understand each product's position in the Product Lifecycle, and recommend next steps including End- of-Life decisions, with impact considerations
* Develop and present business cases on an as needed basis for products & services
Product Development - Own and spearhead the creation of new and/or iterative products:
* Identify product-opportunities based on market needs, customer behavior and regulatory environment/decisions
* Justify such new products via business cases, where necessary
* Lead the development and documentation of all operational processes to support new/iterative products
* Direct production of product and related collateral
* Provide periodic training to the Sales team, Sales Engineers and others on new/iterative products
* Perform all remaining Product Management functions as described above
Problem Resolution - Proactively oversee the activities involved in quality resolution of problems related to area of responsibility
* Respond with a sense of urgency to problems escalated to employee's level
* Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
* Place the highest priority on providing quality customer service by, ensuring the unique needs of customers are met
* Ensure quality resolution and thorough and accurate documentation of customer issues
* Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
* Participate in creating, administering, and continuously updating procedures for resolution of all related issues
Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts
* Cooperate with team members to meet goals or complete tasks
* Provide customer service that exceeds customer expectations
* Treat all internal/external customers, team members and department contacts with dignity/respect
* Escalate work flow and communication issues to supervisor
Related Duties as Assigned -
* The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
* Consequently, job incumbents may be asked to perform other duties as required
* Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
* Please contact your local Employee Relations representative to request a review of any such accommodations
MINIMUM QUALIFICATIONS
Applicant for this job will be expected to meet the following minimum qualifications.
Education
* Bachelor's degree from an accredited college or university with major course work in marketing, business administration, or a related field is required. Equivalent work experience in a similar position may be substituted for educational requirements
Experience
* Minimum of five years of product management experience related to voice communication services
* Deep understanding of the telecom ecosystem, and each entity's role therein
* Current knowledge of US telecom regulatory shifts, and understanding of the resulting impact
* International inbound and outbound products such as ITFS, international DID/local, & international voice termination (IDDD)
* Worked with wholesale customers and/or vendors
* Regular use of MS Excel to produce analyses
* Familiarity with SQL-based queries, and Tableau
Key Skills:
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