Mgr, Product Launch Support
Location:
Greenwood Village , Colorado
Posted:
November 17, 2017
Reference:
207082BR
Responsible for true end to end launch management and delivery of Spectrum TV/ IP Video products, from development and testing, through launch and post-launch, in a continuous improvement cycle in production.

Responsible for ensuring the delivery of quality products in a standardized and consistent manner with an eye toward scaling up delivery across an enterprise still undergoing operational integration.
Involved in multiple programs/systems as a project team member.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience

Works with internal product delivery teams and external support teams to implement operational readiness in support of Spectrum TV/IP Video product launches.

Works with product dev, Care and triage teams to deliver ongoing support for product defects post-launch.

Serves as liaison between Product and Support teams to comply with and drive operational launch protocol.

Curates working relationships with key stakeholders on cross-functional teams to identify and address customer and operations-impacting issues in production related to Spectrum TV/IP Video products

Utilizes available data resources to monitor trends, health and usage metrics in a continuous improvement cycle benefitting customer experience, product delivery, and operational support processes in production

Analyzes pre-launch SEQA/IMT/EFT test data against post-launch issues/defects in production to identify persistent issues and improve end-to-end lifecycle management

Makes action item recommendations to improve product delivery and operational processes.

Engages with OTF protocol/process as needed.

Engages with EFT / IMT pre-launch field testing process as needed.

Participates in ‘war room’/triage/launch support as needed.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Strong communicator (written and verbal): ability to read, write, speak and understand English
Ability to focus on deadlines and deliverables
Self-starter, self-motivated, driven individual
Ability to present key findings/action items to upper management
Ability to work well with shifting priorities
Ability to work with cross-functional teams of internal and external resources
Analytical and problem solving skills
Keen attention to detail
Display professional, positive, and approachable attitude/demeanor and can exercise discretion
Critical thinker, ability to negotiate with key stakeholders and maintain positive attitude
Strong organizational skills
Good understanding of Spectrum TV/IP Video app delivery processes, tools and methodologies
Recognized as a SME for Care/Field support teams and processes
Strong understanding of software development life cycle (SDLC) /Agile management
Extensive experience leading teams

A little about us:
Spectrum is the nation’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products.

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