Wireless Product Support Manager

A pioneer in the cable industry, Time Warner Cable owns and manages the most advanced, best-clustered cable television operations in the country, with more than 90% of its 10.9 million customers in systems serving 100,000 people or more. Through technological innovation, a fully upgraded fiber-based network and a commitment to increasing choice and value for our customers, Time Warner Cable brings the digital age into America's communities, transforming the way Americans receive information and entertainment.



The Time Warner Cable Corporate office currently seeks a Wireless Product Support Manager for our Customer Care-Support Services Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.



Essential Job Functions:
The Time Warner Corporate Customer Care team is currently seeking a dynamic individual to work with the recently formed Sprint Joint Venture team. This role will work across multiple Cable MSO's, TWC Divisions and Corporate organizations to identify, implement and support opportunities to increase revenue, decrease operating costs, optimize processes and increase customer satisfaction of our new Converged Wireless voice service products; This individual will partner with the Sprint JV, Corporate, Local and Regional team's to support and define functional and system requirements for converged service offerings, including improvement opportunities on existing support tools, ticketing systems, processes and policies, etc. This person will also support deployment/implementation responsibilities of product enhancements, system testing and new converged service wireless products/features in collaboration with other Corporate teams (i.e TSG, ATG, NPG.)Experienced professional responsible for internal and external customer needs of our Wireless Converged Service product offering; Accountabilities include matrix management of customer lifecycle across the product portfolio this would include managing/monitoring the project from initiation through delivery; Manage new converged products and services with internal and external development partners to determine the best solution to fulfill product and business requirements; The requirements responsibility would include gathering and compiling requirements from Multiple Cable MSO business partners, Sprint, JV, Local Divisions, GNOC, National and Regional Tech Centers and 3rd party vendors. Identify areas for product improvement and work cross-functionally to implement these improvements through the development of clear functional requirements for the technical development organization and QA; Additionally this role would focus on developing partnerships with local and Regional Wireless Voice Service SME's to define new processes, evaluate and continually analyze and optimize processes implemented in our "pilot" launches for operational efficiency, continuous improvement strategies and enhancing the customer experience; Act as the Customer Care liaison in the New Product Group; support market roll-out or deployment plans, launch planning and Customer Care project deliverables; Coordinate communication to the divisions related to product vision, requirements, enhancements, methods and procedures; Provide timely product communication and status updates on the various department communication forums as business needs dictate; Excellent facilitation and presentation skills; Strong project management skills, excellent communication and interpersonal skills with the ability to work cohesively with cross-functional project teams, manage multiple projects simultaneously while working in a fast paced changing environment; Demonstrate customer focus; Strong influencing and negotiating skills with proven ability to achieve results in a matrix management environment; Budgetary and fiscal responsibility; Other duties may be assigned; This position has no direct supervisory responsibility, however, the ability to achieve results through others is important and required; Matrix management experience is essential; To perform this job successfully, an individual must be able to perform each essential duty satisfactorily; Must be willing to work in an entrepreneurial environment requiring wireless industry knowledge, baseline understanding of digital video, high speed internet and wireline digital phone products to support the new converged services product offerings, adaptability, accelerated learning and resolve problems of complex scope; Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Job Requirements:
3-5 years of wireless/cellular telephone support experience required; this support should encompass call center and operational support experience. The call center and operations experience should include the ability to identify, implement and support opportunities to increase revenue, decrease operating costs, optimize processes and increase customer satisfaction of our wireless and converged services products. Experience working cross functionally to develop products, processes and customer care business requirements; including the ability to write functional and system requirements for wireless products and/or support systems which would include integration with Sprint systems; 5+ years of overall business experience in a telecommunication services environment strongly preferred; Knowledge of wireless consumer telecom services provisioning processes including porting and voicemail, CPE design and configuration; Demonstrate strong project management skills, Understanding of and ability to effectively utilize the internal support infrastructure, Ability to build interdepartmental relationships and matrix manage resources and processes; Excellent communication skills as well as analytical skills with demonstrated presentation experience; Able to multi-task and perform in a fast paced environment with minimal supervision.
Education and Experience:
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience; PC software skills in Microsoft Word, Excel, PowerPoint and Microsoft Project.
PMP certification perferred



The physical demands described here are those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is: Regularly required to talk and hear; Frequently required to sit, stand and bend at the knee and waist and walk; Required to use hand to type, handle objects and paperwork; Required to reach and hold on to items at chest level or reach above the shoulder; Required to use close vision and be able to focus. Finally, the employee generally works in an indoor office environment; overtime maybe required.



Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, free cable (in specified areas) and free AOL. Qualified candidates should apply in person using the Time Warner Cable kiosk (where available) or on-line at

https://sjobs.brassring.com/1033/ASP/TG/cim_home.asp?partnerid=391&siteid=5161&Codes=NMOB62585BR

 EOE/M/F/D/V