Product Manager, Service Excellence

At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We’re not just growing to build better internet experiences, we’re also building a welcoming place where people who want to make a difference can grow their careers.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.

The application window will be open until at least April 24, 2024. This opportunity will remain online based on business needs which may be before or after the specified date.

Area Description
On our Product Strategy team, you’ll work in an environment that’s redefining the status quo in the Internet industry. We believe that customers deserve a better and transparent internet experience so everything we do is focused on providing just that. We accomplish this by leveraging intelligent models/technologies to deliver an easy to understand and clearly priced abundant internet on networks that are always fast and open.

Role Description

The Product Manager, Service Excellence for GFiber is responsible for the development of an end-to-end service platform that drives differentiated service experiences.

In this role, you'll identify areas to apply Artificial Intelligence/Machine Learning (AI/ML) and predictive analytics to proactively surprise and delight our customers. By developing intelligent models that anticipate customers needs, you will triage issues (e.g. upgrading old equipment, identifying potential service blockers) before they notice. Additionally, you’ll be instrumental in building an end-state OSS/BSS ecosystem to predict and inform customer interactions leading to personalized support treatments and customer-first decisioning.

Closely partnering with Product, Customer Support, Marketing, Field Operations, Network Operations, and Engineering teams, the Product Manager, Service Excellence will help us evolve our service model, executing service initiatives, and introducing new platforms and capabilities.

In this role, you'll:

• Utilize AI/ML to optimize performance, telemetry, propensity modeling, and enable automated treatments.
• Collaborate with product and network operations teams to build a robust internet experience with clearly defined quality of service standards.
• Drive the long-term vision and roadmap for our next-gen service platform.
• Develop valuable tools, such as Next Best Action (NBA), to differentiate our customer experience and drive business outcomes.
• Monitor the performance of service platforms to identify opportunities that drive value for our stakeholders (e.g. upgrading old equipment, correcting performance issues) .
• Compose business proposals and requirements that include opportunities, costs, and expected return on investment.
• Assess and select vendors, technologies, platforms, and systems and tools to evolve and operationalize the service roadmap.

At a minimum we'd like you to have:

• Bachelor degree in Business Administration, Computer Science, Information Systems or equivalent practical experience.
• 8 years of Product Management and/or Product Design.
• Experience in leveraging Artificial Intelligence/Machine Learning for data science, automation, and data-driven decisioning.
• Experience partnering with Field Service, Network Operations, and/or Customer Support teams.
• Experience working with customers to uncover areas of improvement in operations and experience.

It's preferred if you have:

• Experience in driving change management and collaboration across functional areas with multiple stakeholders.
• Experience preparing and presenting reports, presentations, and read-outs to executive-level stakeholders and customers.
• Experience managing third-party vendors.
• Technical writing skills demonstrated through the creation of documentation (e.g. business requirements, proposals, etc).
• Skilled at identifying trends, organizing information, and taking action based on insights with minimal guidance.
• Telecom or cable industry, or similar industry experience.

The US base salary range for this full-time position is between $157,000-$231,000 + bonus + equity + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.