Senior Manager, Product & Platform Innovation - Operational Readiness - Brightspeed

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Brightspeed has an exciting opportunity for a Senior Manager, Product & Platform Innovation - Operational Readiness to join our rapidly growing team! In this role, you will oversee operational readiness governance, technical program management, software modernization, and communication via a team of resources. You will work closely with IT and Business Operations leads to ensure alignment of processes and visions. The principal purpose is to drive consistent operational readiness, process efficiency, and automation for all product and platform programs for Consumer & Business. You will report directly to the Director, Product & Platform Innovation – Governance.

As the Senior Manager, Product & Platform Innovation - Operational Readiness, your duties and responsibilities will include:

Strategic Planning and Execution

• Develop and execute a scalable and robust cross-domain E2E operational readiness workflow management process including design, implementation, execution, monitoring and quality assurance for Consumer and Business customers
• Drive long-term modernization and technical advancement planning for Product & Platform Innovation programs
• Own companywide Operational Readiness Production Testing in collaboration with Go / No Go facilitation

• Verification that product and / or platform meets user acceptance criteria before the general audience deployment
• Partner with the BTAC lab and IT to ensure test environments are appropriately established, system access is granted, addresses, inventory and resources are available
• Cross Functional test plan, timeline, resource management and roles & responsibilities
• Business Validation Testing and Operational Readiness Testing facilitation
• Daily communication detailing daily progress made, issues encountered, top priority defects and overall health of the product or program
• Go / No Go criteria, facilitation and communication

• Partners with IT to provide product and platform implementation support including:

• Cross Functional resource management and roles and responsibilities
• Post deployment defect and enhancement management, stakeholder support and training
• Communication of deployment activities, results, outstanding issues, and post deployment handoff activities

• Deliver continuous improvement, quality, and productivity from the customer / stakeholder’s perspective
• Drive successful execution of Product & Platform Innovation projects in alignment with the Strategic Growth Plan
• Leverage and standardize an agile methodology to drive the enablement and use the business KPIs to execute iterative constant improvement
• Formulate strategic plans to meet business needs and address industry trends and challenges
• Identify and prioritize key areas for process improvement, including operational efficiency, digital transformation, and innovation initiatives
• Collaborate with cross-functional teams to implement innovation initiatives, ensuring seamless integration and minimal disruption to daily operations
• Owns operational readiness program management including plan creation and tracking; issue escalation and resolution; progress documentation and status report preparation and (metrics, summaries, etc.) communication in both formal and informal settings
• Support business case development with cost/ benefit analysis for continuous funding and prioritization
• Use data and KPIs to drive product and platform to support and automate business functions in an iterative and agile implementation format

Implementing and Innovating Consumer and Business System Stacks

• Develop a scalable and robust cross-domain system stack that caters to Consumer and Business customers’ needs and business outcomes
• Define operational readiness and enable operational efficiencies, through key analytics, enhancing product and service delivery, customer experiences
• Create cohesive cross domain Consumer and Business operational system support (OSS) and business system support (BSS) stacks that allow a seamless experience and internal cost efficiencies while maximizing system platform, network capabilities and customer experiences
• Unify Program Management delivery on existing Tier 2 & 3 platform support while executing on the implementation delivery of new technologies across Digital Engagement, Service Delivery, Dispatch & Field Tech Mobility
• Lead the domain to develop and drive TSA exit related strategies, requirements, ORT and implementation in alignment with business strategies
• Build and manage a team of resources that will enhance & support internal and external clients via a suite of projects and programs at Brightspeed
• Owns, manages, and communicates operational readiness program management, financials, and KPIs for Digital Transformation. Collaborates with business partners to ensure:

• Develop business cases with cost/ benefit analysis for continuous funding and prioritization
• Solutions are properly architected, comply with acceptance criteria, meet security requirements and reviews, and align with project objectives
• Documentation is consistent, clear and properly retained
• Required level of training, reporting documentation and communication is available for all audiences

Leadership and Team Management

• Manages day to day operations of the Product & Platform Operational Readiness team including domain program roadmap, program and organizational budgets, executive leadership deck preparation, communication cadences, team meetings, people & culture initiatives, project / program gap coverage, etc.
• Lead your team developing growth and talent plans, new skillsets, appropriate training, succession plans and a data first approach
• Responsible for collaborating with organizational leadership and business partners to maintain and keep project schedules, playbooks, and release schedules
• Demonstrated exceptional presentation, interpersonal, relationship development, analytical, problem-solving and communication skills with the ability to present at the most senior level of the business
• Responsible for team operational logistics including people & culture initiatives, operational get-well plans, assignment implementation & follow up, and communication cadences & agendas
• Coordinate and manage organizational goals, objectives, budget and KPI attainment
• Partners with internal stakeholders to develop and maintain definitions and ensure consistent use of standardized metrics and KPIs across the enterprise.
• Manages domain JIRA management including Product Owner partnership, user story oversight and management, PI planning prioritization, and completion tracking

Vendor Management

• Collaborate with vendors and third-party service providers to procure necessary technologies and services
• Responsible for coordinating, supervising and supporting a team of independent contractors
• Negotiate contracts and service level agreements to ensure optimal value and quality

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree in Business, Project Management or related field
• 8+ years of experience managing cross-functional and/or cross team projects
• 7+ years of strong technical experience, preferably in telecommunications, specifically dispatch
• Successful teamwork experience and demonstrated leadership abilities
• Excellent client-facing and internal communication skills
• Passionate about leading people, driving change, and focused on innovating systems and support through collaboration
• Enjoy simplifying and reinventing systems and experiences, have a solid strategic vision, and can identify friction points and implement innovative solution

BONUS POINTS FOR:

• Master's degree
• Applicable Program Certification
• Agile certification; PO, PM, SM
• The following application knowledge: Smartsheets, Microsoft Project, JIRA

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice