Manager – Product Manager.Customer Operations needed at MTN

Key Performance Areas: 

General

• Operationally execute the Supersonic business plan, aligned with the GTM model
• Proactively drive product deliverables across the functional areas through effective management of inter-functional relations and activities
• Hands-on product ownership mindset – be accountable for all product related items and pro-actively drive execution of product deliverables 

Market research

• Document qualitative and quantitative research within the consumer broadband market 
• Determine trends within the market 
• Benchmark trends and research with other developed and developing economies 
• Determine the key external forces (economic, social, regulatory, technological, etc.) that affect the market 
• Document competitor analysis 
• Document customer segmentation models 
• Quantify market opportunities to develop products 
• Maintain a database of market related pricing across portfolios 

Product Development

• End to end product ownership, from ideation to delivery, for both enhancement of existing products and the introduction of new products
• Direct involvement in operational activities relating to system changes (E.g. System price changes, enhancements, etc) and documentation updates (E.g. Terms and conditions, marketing collateral, etc) 
• Financial modelling (price, cost, profitability) analysis for price changes (new and existing)
• Support with documenting a product specification to be used by the information systems, core network, marketing, sales, operations, etc.
• Drive and execute on product deliverables across information systems, core network, marketing, sales, operations, legal and regulatory and other organizational teams 
• Project management of the project plan for the development of the new products

Product Reporting

• Build a database and report on all product related costs, market related prices and associated margins 
• Provide insight and analysis on product performance, based on reported data

Marketing/GTM/Support Strategies

• Work with marketing and sales to determining the best channels to reach customers when taking products to market 
• Assist in building and implementing marketing plans 
• Support all necessary sales and support channels, including sales/support agents in resolving issues, whether directly or indirectly related to products

Collaboration / Coordination 

• Manage inter-functional relations to ensure synergy across the various sub-divisions
• Establish and maintain on-going relationships with various fixed network operators to ensure synergy with Supersonic, alignment on plans (products, pricing, contracts) and assess impact to Supersonic with resolution
• Liaise with the Marketing team in defining effective channels for communicating approved initiatives aimed at creating awareness in this segment
• Initiate and drive commercial negotiations with external parties, related to reduced product input costs

Knowledge

• ISP industry knowledge on fixed line services, specifically FTTH and Fixed Wireless services 
• Uncovering new business ideas, models, pricing & business strategies
• Defining product development procedures
• Perform a mentorship role to all junior product developers
• Should have the ability to identify different means of realizing the development objective

Qualifications

Education:

• Minimum of 3-year degree/diploma in product design or Engineering
• Fluent in language of country with basic command of English 

Experience:

• 5+ years overall business experience, of which 3+ years in a product management role
• Experience in supervising/managing others 
• Very good understanding of fixed broadband and mobile consumer services
• Experience working in a medium to large organization