Product Operations Manager

Summary about this job

Detail information about job Product Operations Manager. Terms and conditions vacancy

About the Business

ACN is the world's largest direct seller of telecommunications, energy and essential services for residential and business customers. ACN Pacific provide the services people need and use every day including home phone service, high-speed internet, mobile, natural gas and electricity. ACN operates in 25 countries with offices located throughout North America, Europe, Latin America, Asia and the Pacific.

About the Role

The successful candidate will be responsible for supporting the ongoing development,  maintenance and continuous improvement of the customer experience with respect to their assigned product suite in Australia and New Zealand.

The Product Operations Manager plays a key role in the implementation and maintenance of market driven product operations processes as they affect the end-to-end customer experience.  

The role will also play an important role in creating and maintaining operational reporting to ensure that end-to-end customer experience targets are met or exceeded and to aid in identifying opportunities for further improvement and enhancement of existing or new operational processes.

This role will liaise extensively with ACN’s partners and suppliers including its carriers, network integration provider & outsourced contact centre partner to drive improvement in both process and outcome in-line with their focus on customer experience. The role is also expected to work in partnership with the Product Management, Customer Operations and IT departments to meet and exceed organisational KPI’s.

Responsibilities

Product Operations

• Work with key product suppliers within the allocated portfolio to ensure an effective working relationship
• Work closely with internal and external parties to resolve operational product issues 
• Work with key product suppliers within the allocated portfolio to develop and maintain clear operating models and processes that deliver great customer experience
• Monitor the performance of the assigned products and services via the creation of associated reporting to ensure that end-to-end customer experience targets are met or exceeded
• Proactively identify issues that affect the operational delivery of the assigned product portfolio to customers 
• Assist functional groups in implementing process changes which arise, including working with customer and channel facing groups to establish workable solutions which provide a positive impact for customers
• Assist the Product Portfolio Manager(s) and/or Product Director in managing proposition and operational changes to the product portfolio

Devices and Collateral

• Assist the Product Director in managing existing and future equipment supplier relationships including the procurement of new devices and equipment associated with key product portfolios
• Manage associated equipment and supporting collateral ensuring equipment performance and stock levels and recommend order quantities and timeframes to ensure stock remains at the required levels.

Product Management

• Assist in the development of reporting dashboards and insights into the customer experience for the assigned product portfolio
• Assist Product Portfolio Manager(s) and/or Product Director with the implementation of new product features, new value-added services, providing direction to Marketing and Customer Operations as to development of associated customer communication as required
• Assist the Product Portfolio Manager(s) with the development and dissemination of product information 
• Assist the Product Portfolio Manager(s) in management of the end-to-end change management and implementation process for product proposition and pricing changes
• Assist the Product Portfolio Manager(s) in actively identifying and pursuing operational efficiencies throughout the product lifecycle

Compliance

• Work as directed by the Product Portfolio Manager(s) with ACN’s Legal Counsel and the Technical Product Operations Lead to ensure product specifications and product operational processes are in compliance with relevant legislation and Industry Codes. Work with relevant departments to implement new operational processes where required
• Manage ad-hoc enquiries and requests from the business, suppliers and customers in relation to compliance matters as the relate to the operational performance of the assigned product portfolio

Benefits

• North Sydney location & modern facilities
• Great Team & Company Culture 
• Well Being Program  
• Strong focus on future career development & informal mentoring program
• Opportunity to cross train and continual growth 

Knowledge and Experience Required

• Strong verbal and written communications skills with the ability to convey technical information to a broad non-technical audience 
• Experience and proven ability in facilitation and problem resolution with a focus on the end-to-end customer experience
• Working knowledge and understanding of the operation and support of telecommunications products and the customer experience
• Excellent customer service skills – experience in providing specialised support to both internal and external customers 
• Relevant degree and/or experience in a Technical or Business discipline
• 2-3 years’ experience in a product operational, senior customer support or junior product management role within the consumer/small business telecommunications sector
• Experience of broadband product and services within the Australian market would be extremely advantageous
• Exposure to legal and regulatory requirements as they relate to the sale and supply of Australian telecommunications products
• Experience in the development and definition of business requirements and change requests would be desirable
• Business objects experience highly desirable

Behavioural Skills

• Responsive and open-handed team player with a willingness to operate as part of a team 
• Flexible with the ability to adjust to change in priorities and business direction
• Energetic, highly motivated, self-managing and results oriented 
• Detail oriented with an ability to contribute to the development and presentation of new insights into customer or business operational issues along with suggested solutions and enhancements to address these issues