GCI's Product Operations Manager II will be r esponsible for operational aspects of GCI's product lines, enhancing customer experience and operational efficiency, and managing the product end of lifecycle (EOL). Build a foundation of excellence through metrics, business processes, best practices, budgeting, and reporting. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS: Customer Experience and Operational Improvements + Evaluate and analyze consumer and partner interactions with products and services. + Implement operational improvements for product lines based on analysis of service performance. + Collect, analyze, and interpret user data, product usage metrics, and customer feedback to identify trends and opportunities for improvement on all products in the market within assigned domain. + Work with product manager to recommend changes to product or end of life of product if performance is/is not being met. + Develop and monitor key performance indicators (KPIs) to measure product success and identify areas for optimization with product managers where relevant. + Establish systems for collecting and managing customer feedback, including surveys, in-app feedback mechanisms, and qualitative feedback. + For all operational improvement initiatives, devise a clear communication plan to keep the product team and key stakeholders informed. + Responsible for product operations projects that help improve overall user experience. Manage Product End of Lifecycle (EOL) + Work with product domain leads to plan and execute the product lifecycle, including the strategic offering of the product lines, features, and devices in the market. + Identify opportunities to retire products or features by managing day-to-day product performance, and implementing strategic fixes for the product, as needed. + Work with product manager to define product performance and recommend new product fixes based on performance standards. + Create an end-of-life (EOL) plan, defining key dates like end of sale, end of production, and end of support that minimize disruption and maximize customer satisfaction. + Ensure all departments (product management, technology partners, sales, marketing, customer experience , and customer service, etc.) are aligned in the EOL plan. + Develop a clear communication strategy for customers and internal teams, including the timeline and potential transition options. + Create comprehensive toolkit materials in partnership with marketing to assist customer service during the transition period. Product Domain Support + Support a portfolio of product domains in their post-launch phase with a focus on improving the operational aspects of the products. + Recommend a definitive conclusion and specific recommendations with clear actions. + Clearly present data insights and recommendations to product teams to inform decision-making. May be Assigned to any of the following Product Portfolio Focus Areas: + Broadband + Wireless + Business Data & Voice 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. + Demonstrated ability to collaborate effectively across the organization to achieve a positive outcome. + Ability to effectively influence cross functional teams without formal authority, including senior members of the business. + Strong influencing skills and credibility based on data-driven decision making. + COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. + 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 complex data insights and technical information in presentation format in front of technical and non-technical internal and external customers. + Demonstrated ability to project confidence and poise in presenting hypotheses, conclusions, and recommendations to executive leadership. + 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. + Knowledge and understanding of customer needs and ability to translate feedback into actionable product improvements. + RELIABILITY -