Product Operations Manager (IPS)

MAJOR JOB RESPONSIBILITIES

1. Product Management and Continued Improvement:
   • Helps to recommend product enhancements and modifications
   • Oversees quality control, monitoring and process control
   • Monitors product Profit & Loss/financial performance 
   • Researches and compiles information on competitive or other alternative or complementary product offerings
   • Identifies and evaluates ideas for improving current product value to clients and to the Company, either through enhancements or line extensions
   • Performs market research to validate improvement ideas
   • Evaluates market strategy and product pricing of enhancements &/or product extensions
   • Performs financial analysis for enhancements &/or product line extension 
   • Monitors client volume and revenue and recommends appropriate action plans
2. Works closely with Technology Solutions on product releases and on-going support:
   • Acts as key resource to Technology Solutions in the software development process
   • Provides reporting to product management on progress of technical initiatives
   • Provides input/guidance to associates regarding trouble-shooting / problem solving as it relates to system issues and works closely with Technology Solution managers to resolve systems issues
   • Works with Technology Solutions to maintain timeliness and project initiatives
   • Coordinates Launch activities for all new enhancements
3. Ensures satisfaction and quality of client deliverables:
   • Assists with client customization over and above standard/baseline processes.
   • Works directly with Client on issues
4. Manages day-to-day operations:
   • Creates standard operating procedures and forms
   • Ensures customers and partners are properly serviced
   • Manages client questions and issues in an accurate and timely manner and assure client satisfaction from an operational perspective.
   • Oversees product customer service, billing, and receivables
5. Leads and develops associates:
   • Ensures staff is properly enabled in their jobs
   • Assists with analytical and operational issues
   • Develops regular relevant management information and distributes/reports as appropriate.
   • Informs manager of issues and trends
   • Develops associates and addresses performance issues on a timely basis, works closely with HR in situations warranting formal discipline or termination
   • Helps select candidates for hire
   • Prepares and delivers performance evaluations on a timely basis
   • Conducts regular meetings with direct reports to discuss current performance, future goals, development needs, and ongoing projects
6. Product Expert and team liaison:
   • Works closely with Business Development and Product Development Teams
7. Relationship manager for assigned accounts:
   • Manage client terminations and collections processes
   • Review, analyze, make fee recommendations, negotiate and complete contract renewals

QUALIFICATIONS

• Ability to do root cause analysis
• Experience with business analysis and project management
• Excellent written, verbal, telephone, presentation and organizational skills
• Strong/proven skill with all Microsoft Office products (Excel, Word, PowerPoint).  Visio skills a plus.
• Ability to build productive working relationships internally and externally
• Demonstrate hands-on mindset and be self-motivated
• Ability to represent the Company in a professional manner to outside Clients, prospects, vendors, and agencies
• Ability to deal effectively with individuals at all business levels and a variety of situations requiring tact, judgment, and composure.
• Experience in financial analysis  
• Experience with monitoring the execution of partner contracts

EDUCATION, TRAINING, EXPERIENCE

A minimum of eight (8) years of combined experience in product management, client management, finance, technology or a related field.  A bachelor's degree is preferred.