Product Manager for Voice Products

As the third-largest cable provider in the nation, Cox Communications Inc. is noted for its high-capacity, reliable broadband delivery network and superior customer care. For Cox, it’s not about being the biggest; it’s about being the best.

The Product Operations Program Manager will be responsible for the launch and life-cycle support of COX Business Voice services. Primary area of responsibility will include Cox Business Voice products. This position requires the candidate to possess a strong technical background/education in IP-based Voice to include: IP PBX’s, VoIP, SIP Trunking, legacy TDM PRI’s and Data Networking services. Performing this role involves spearheading successful implementation of new products/services, and subsequent product/service enhancements across COX systems, in accordance with the existing product development and product launch methodology. This includes assisting Product Development in capturing operational requirements and documenting M&Ps for new products introduced on the network as well as managing market deployment and launch activities following initial trials.

* This role is also responsible for product life-cycle activities including the facilitation of cross functional process improvement initiatives, and serving as the COX Business point person for critical cross-functional product/service issues. * Perform day to day interaction with Product Development and Product Management on products, enhancements and initiatives being developed and launched. * Facilitate and document Service Delivery Process mapping (Acquisition, Fulfillment, Service & Revenue Assurance) for assigned products. * Development of operational requirements and operational M&Ps (i.e. Tier I/II/III support, installation and field services) for new products introduced on the network. * Assist with the development of 3rd party vendor requirements for new products. * Execute Market Launch activities the implementation of products, enhancements and resolution of cross-functional operational support issues. * Conduct regular Market status meetings to review local market status against proposed launch activities; communicate major Market Launch milestones and identify and mitigate potential launch risks * Develop, implement and maintain initial and ongoing operating practices, performance metrics and processes required to lead product life-cycle management. * Analyze, maintain and revise existing practices and processes to drive operational efficiencies. Drive continuous improvement through use of six sigma tools and measurements. * Facilitate ad hoc analyses and product/project post mortems in order to gauge best practices. * Takes responsibility, including performing UAT for changes to applications software and systems environments supporting Cox Business products, to ensure that these changes to the environment have been properly tested and adequately coordinated. * Reinforce escalation and service level agreement procedures with internal and external issue resolution teams. * Work with vendor partners to track and manage ongoing product enhancements and coordinate software/firmware updates to minimize impact to operational equipment. * Work with Cox Business Sales Engineering team, serving as a product Subject Matter Expert in response to large local RFPs and in response to unique customer architectural design requirements (i.e. PRI to SIP Trunking Failover, Geo-redundancy, etc.). * Ability to facilitate and work with large cross functional teams in a matrix organization. * Monitors Product Life Cycle Management (LCM) through customer call rates, truck roll rates, trouble ticket rates, and mean time to repair (MTTR). Ability to take raw data and formulate analysis and formulate recommended path for improvement.

**Minimum** * 5-7+ years of experience required in related field (i.e. product operations and/or technical operations experience in voice); 5+ years of experience required if candidate possesses a related advanced degree. * CCNA-Voice or equivalent experience required. * Requires strong knowledge of various IP Voice architectures delivered within customer LAN and WAN environments * Excellent Strong presentation and communications skills a must, including experience tailoring and presenting communications and recommendations across organizational management levels. * Ability to work effectively with teams throughout organization * Strong working knowledge of various IP Voice architectures delivered within customer LAN and WAN environments, including understanding of common customer failover scenarios. * Experience with TCP/IP/networking fundamentals and protocol stack, as related to providing packet based services like SIP Trunking, VOIP-based technologies. * Candidates require both product and technical experience with SIP Trunking and IP Centrex VoIP technologies. * Experience with VoIP technologies, capabilities, and codecs (SIP Trunking, IP Centrex, ACDs, Soft Clients, Auto-Attendants, Voicemail, Unified Communications, T.38, G.711, G.729). * Installation and troubleshooting experience using common field diagnostic tools (i.e., Wireshark, Hammer and JDSU), as well as experience with monitoring / EMS and CPE equipment (i.e. Edgeview, Ciscoworks, Cable Modems, ATAs, Session Border Controllers, Layer 2 switches, routers.) * Strong presentation and communications skills a must, including experience tailoring and presenting communications and recommendations across organizational management levels. * Project Management experience managing numerous projects/initiatives simultaneously in a matrix organization required * Must be proficient using Microsoft Office suite, with particular emphasis on Word, PowerPoint, Visio, Project, and Excel. Familiarity with Access a plus. * Willingness to travel (<25%). **Preferred** * Bachelors of Science or Bachelors of Art degree preferred. * 5-7 years of product operations and/or technical operations experience in Voice in the telecommunications industry required. * Previous consulting experience with a leading consulting firm or Sales Engineering experience a plus * Experience with Broadsoft softswitch environments