The Sr. Manager will support the evolving device tech support plans for the carrier, cable and retail clients. This includes a wide range of products, some of which are in market today and others that will be brought to market in the near future. The devices supported include mobile phones, netbooks, aircards, computers, TV's and other consumer electronic products. Currently, both device and market coverage are being expanded and enhanced to meet customer and client needs. The Sr. Manager will work closely with the Director of Product Development & Management to implement new products and solutions in the marketplace.
The Sr. Manager will be responsible for the product management life cycle activities supporting these products and clients focused on the growth, maturity and saturation phases of the product lifecycle. This will include product conceptualization, conducting market research, working growth plans, evaluating the ROI on new opportunities, device and channel expansion as well as continually enhancing the product to ensure sustainable value propositions over the life of the product. He or she will also be responsible for working closely with finance in the tracking and analysis of the P&L as well as developing on-going forecasts for the product lines. This person will also work closely with the client services teams and interact with the client as it pertains to this product on an ongoing basis.
Essential Duties and Responsibilities
Work closely with the client & client teams to ensure that the products in market continue to evolve and are meeting the needs of the carrier & cable clients.
Manage product financial performance (P&L), define end-to-end customer experience specs, and ensure client commitments and contractual obligations are met.
Ensure that all efforts associated with owned products are market/customer-driven.
Work closely with market research team to develop and conduct appropriate market research to drive necessary product enhancements
Work closely with Operations Teams to insure product realization for trial and market launch to drive in market success.
Be committed to grow, protect, and diversify relationships with customers and sell-through partners and to do so within key product KPI's and financial/budgetary metrics.
Maintain a solid understanding of our competition to ensure we protect our current client base and evolve it.
Work closely with the Handset Protection and Extended Warranty product management teams to look more broadly across the NEWAsurion product portfolio and ensure that we are most effectively offering the optimal product set to support our various client needs.
Client facing role communicating product concepts and operational defects and progress on operational improvements
Define & generate program reporting
Work with sales to ensure channel performance and growth.
Work closely with the IT & Care teams in working to improve efficiencies and focus on continuous cost optimization.
Work to optimize program performance, develop program modifications based on service delivery analysis. This includes optimizing self-help delivery and driving continuous improvement to the business.
Demonstrate the interpersonal skills to interface well with all other disciplines of the business at a managerial level as well as a front line team level.
Strong analytical skills required to complete ROI analysis and project NPV analysis
Have a technological acumen that allows for a complete understanding of the fundamental technologies driving the competitive landscape, and how to leverage technology and systems to gain clear market advantages.
Development and communication of product evolutions and roadmaps to all levels of management from working level to senior executive as well as to the clients. This requires outstanding written and verbal communications skills.
Bachelor's Degree required; Masters of Business Administration preferred.
6 or more years experience in Product Management - specific experience in Technical Support Products/ Servicing (PC/Tablets, apps; wireless networking, peripherals) a plus.
Exceptional interpersonal, verbal and written skills
Strong selling, relationship and consultation skills
Financial understanding of Income Statements
Strong communication/presentation skills and executive presence
Ability to present highly complex results and requirements at senior client levels, as well as internally at regular operations meetings
Ability to drive and appropriately prioritize client requirements
Strong business acumen and financial skills
Strong analytical skills, technical aptitude and ability to manage large scale projects/programs
Strong collaboration and cross functional partnership skills; ability to influence internal colleagues from all business functions
Requires the ability to apply concepts to create reports and financial records and present them effectively.
Intermediate computer skills including MS Office required.
20% domestic travel required.
Asurion - 23 months ago
For two decades, Asurion has led the technology protection industry around the globe. The Company provides premier support solutions to...