Product Operations Manager

Job Description

We have a position for a Product Operations Manager with one of our clients in Atlanta, GA for an initial contract duration of 11 months.

The Product Manager – Client Business Security Solutions will be responsible for aspects of the product launch and product life-cycle support of Client Business Security Services. In this role the you will focus on life cycle management for existing services and support the development of new products and services in the Client Business Security Services product set. Candidates for this position must have demonstrated expertise around technology, operational metric reporting, process development, and product lifecycle management.  Experience in B2B managed services and alarm services (detection and video surveillance) is a major plus. 

Performing this role involves leading the successful implementation of new products services and subsequent service enhancements in accordance with the existing product development and product launch methodology. This includes, participating in the development of business requirements, installation and troubleshooting documentation for new products introduced, and managing market deployment and launch activities.  This role is also responsible for product life-cycle activities including the facilitation of cross functional process improvement initiatives and serving as the Client Business point of contact for critical cross-functional product/service issues.

RESPONSIBILITIES

• Day to day interaction with Product Leads and various team leads on products enhancements and initiatives being developed and launched for Client Business Security Solutions
• Facilitate and document Service Delivery Process mapping (Acquisition, Fulfillment, and Service & Revenue Assurance) for assigned products.
• Development of operational requirements and operational M&Ps (i.e. Tier I/II support, installation and field services) for new detection, surveillance and premise security products.
• Assist with the development of 3rd party vendor requirements for new products.
• Manage external third-party relationships necessary to deliver the product offerings.
• Execute market launch activities for the implementation of products, enhancements and resolution of cross-functional operational support issues related to the Client Business Security Service product
• Conduct regular local market status meetings to review local market status against proposed launch activities; communicate major market launch milestones and identify and mitigate potential launch risks
• Develop, implement and maintain initial and ongoing operating practices, performance metrics and processes required to lead product life-cycle management.
• Analyze, maintain and revise existing practices and processes to drive operational efficiencies.  Drive continuous improvement through metrics.
• Facilitate ad hoc analyses and product/project postmortems in order to gauge best practices.
• Perform UAT for changes to applications software and systems environments supporting Client Business products, to ensure that these changes to the environment have been properly tested and adequately coordinated.
• Reinforce escalation and service level agreement procedures with internal and external issue resolution teams.
• Ability to facilitate and work with large cross functional teams in a matrix organization.
• Monitors product Life Cycle Management (LCM) through customer call rates, truck roll rates, trouble ticket rates, and mean time to repair (MTTR). Ability to take raw data and formulate analysis and define a recommended path for improvement.