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