Job Purpose:
The Mobile Product Operations Manager is responsible for the end-to-end operational execution and performance of the mobile product portfolio, including day-to-day operations, vendor coordination, provisioning accuracy, product documentation, training enablement, and subscriber experience.
This role is critical to the successful launch, scaling, and optimization of an MVNO offering, with a strong emphasis on operational rigor, KPI development, process improvement, and cross-functional collaboration. The position partners closely with Accounting, Finance, Marketing, Sales, Customer Service, Regulatory, and external vendors to improve efficiency, reduce churn, and support sustainable growth.
Essential Functions:
Product & Operational Management
- Support the initial launch and ongoing operations of the MVNO, ensuring all operational processes are defined, documented, and scalable
- Own day-to-day operational performance of the mobile product, including order flow, provisioning, lifecycle management, and issue resolution
- Serve as the primary operational point of contact for mobile platform vendors and key partners
Performance Management & Analytics
- Define, track, and analyze key performance indicators (KPIs) such as:
- Activations and deactivations
- ARPU and revenue trends
- Churn and retention metrics
- Product mix and feature adoption
- Order accuracy and provisioning timelines
- Develop recurring reporting dashboards and operational reviews to surface trends, risks, and opportunities
- Use data-driven insights to recommend improvements to pricing, promotions, packaging, and operational workflows
Process Improvement & Scaling
- Identify inefficiencies, gaps, or failure points across the mobile customer lifecycle and lead corrective action plans
- Partner with internal stakeholders to optimize fulfillment, support processes, and system integrations
- Create and maintain standard operating procedures (SOPs) and operational documentation to support scaling and knowledge transfer
Training & Enablement
- Develop and deliver training materials for Sales, Customer Care, Marketing, and other internal teams
- Ensure internal teams are fully enabled on:
- Product features and limitations
- Promotions and offers
- Platform functionality and workflows
- Act as a subject matter expert (SME) for mobile product operations and platform capabilities
Cross-Functional Collaboration
- Collaborate closely with:
- Finance & Accounting on billing accuracy, margin tracking, and financial reporting
- Marketing on promotions, launches, and customer communications
- Customer Service & Sales on issue resolution, feedback loops, and frontline enablement
- Regulatory & Compliance to ensure adherence to mobile and telecommunications requirements
Education:
- Four years of College resulting in a Bachelor's Degree or equivalent experience
Relevant Work Experience:
- 2 to 4 years in related field
- Experience in operations, product operations, telecommunications, or a related field
- Experience supporting wireless, mobile, or MVNO products strongly preferred
- Demonstrated experience working in cross-functional, fast-moving environments
Special Knowledge, Skills and Abilities:
- Working knowledge of the telecommunications and wireless industry
- Strong analytical skills with the ability to translate data into actionable recommendations
- Proven proficiency in Microsoft Office tools, particularly Excel, PowerPoint, Word, and Outlook
- Excellent organizational, time management, and prioritization skills
- Strong problem-solving ability with comfort operating in ambiguity
- Ability to adapt quickly as business needs, platforms, and products evolve
Supervisory Responsibility:
- No Supervisory Responsibilities
- Acts as a senior individual contributor with meaningful influence across teams and functions, driving operational excellence and strategic impact
