Product Manager

Job#: 3024381

Job Description:

Goal

Bolster data driven investigations to improve Advanced WiFi performance, end-client interoperability, and overall customer satisfaction by leveraging internal and external customer/user feedback into actionable investigations.

Program Overview

- Review and facilitate user feedback loops for both internal employee and external customers insight

- Maintain open, rapid communication channels with internal stakeholder teams to make actionable impacts from reviewed customer/user feedback

- Inform Spectrum's roadmap by tracking device ecosystem trends and upcoming features

- Lead competitor comparison documentation and upkeep for all ISP, FWA, and third-party WiFi Hardware and Advanced Feature offerings

- Ability to make decisions and solve problems while working under pressure

Ability to develop strong working relationships with peers and project members

- Demonstrated experience defining and implementing Lean frameworks within a large enterprise

- Experience with Jira, Confluence, SharePoint, Tableau, and social media aggregation tools such as Talkwalker a plus

- Experience in Telecommunications industry; experience managing programs within Charter a plus

- Knowledge and experience with Agile delivery frameworks: Agile, Scrum, Kanban, SAFe, Scrum at Scale, LeSS, Lean, Six Sigma

Key Responsibilities

Synthesize insights from dual feedback streams

- Combine qualitative (sentiment, themes, verbatim comments) and quantitative data (trends, volume, NPS/CSAT scores, engagement metrics) from internal employee programs and external WiFi 7 social/user feedback into clear, prioritized insight reports, executive summaries, and interactive dashboards.

- Translate user and employee voice into actionable product improvements by identifying high-impact pain points, feature requests, and opportunities; create data-backed prioritization frameworks to influence the product roadmap for both WiFi 7 router hardware/firmware and internal employee-facing programs/tools.

Define and track success metrics tied to feedback

- Establish and monitor KPIs such as sentiment trends, issue resolution velocity, feedback loop closure rate, NPS/CSAT uplift, adoption of addressed features, and reduction in recurring complaints for both internal programs and WiFi 7 router user experience.

- Manage proactive social media engagement and reputation by working with social/media/customer success teams to respond to public feedback, escalate critical issues, convert detractors into advocates, highlight product wins based on positive mentions, and mitigate potential reputational risks emerging from WiFi 7 discussions.

Roadmap and strategy

- Partner closely with engineering, firmware, UX, and hardware teams to define requirements, write user stories/epics, and ensure that validated feedback directly shapes iterations, bug fixes, new capabilities (e.g., enhanced mesh, AI-driven optimization), and release planning for WiFi 7 products and internal solutions.

- Facilitate cross-functional alignment and feedback review cadences

Lead regular insight-sharing sessions, roadmap alignment meetings, and working groups with stakeholders (engineering, support, marketing, customer success, leadership) to present findings, gain buy-in, and track progress on feedback-driven initiatives.

Governance and compliance

- Ensure data privacy, regulatory compliance, and responsible use of device intelligence.

- Maintain partner scorecards and periodic business reviews.

Core Processes (owned by this role)

Feedback Collection and Analysis:

- Design and implement systems for gathering feedback from internal employees on company programs, tools, and services, including surveys, focus groups, and usage analytics.

- Monitor and analyze social media channels (e.g., Twitter/X, Reddit, Facebook, LinkedIn) for user feedback on WiFi 7 routers, identifying trends, pain points, and opportunities related to performance, usability, security, and features like multi-gigabit speeds, low latency, and enhanced spectrum efficiency.

- Synthesize qualitative and quantitative data from both internal and external sources to create actionable insights reports, dashboards, and recommendations.

Product Strategy and Integration:

- Collaborate with engineering teams to prioritize feedback-driven features and bug fixes for WiFi 7 routers, ensuring alignment with technical standards (e.g., 802.11be) and market demands.

- Influence the roadmap for internal employee programs by translating feedback into iterative improvements, such as enhancing user interfaces, integration with existing systems, or adding new functionalities.

- Work with marketing and customer success teams to respond to social media feedback, turning negative experiences into product wins and amplifying positive user stories.

Cross-Functional Leadership:

- Lead feedback review meetings with stakeholders, presenting data-backed proposals to senior leadership.

- Develop metrics for success, such as Net Promoter Score (NPS), sentiment analysis scores, and resolution rates for identified issues.

- Stay abreast of industry trends in WiFi technology, user experience design, and feedback management tools to innovate collection methods.

Qualifications

- 7+ years in Product Management, Partner/Program Management, or Technical Account Management; telecom/broadband/Wi-Fi domain experience strongly preferred.

- Hands-on experience designing and running customer feedback loops and opening investigations based on trending data.

- Strong understanding of Wi-Fi technologies (802.11ac/ax/be), DFS behavior, mesh systems, client steering/roaming, and device interoperability.

- Proven experience driving cross-functional programs with Engineering, QA, Operations, Legal, and Marketing.

- Data-driven: able to define KPIs, interpret telemetry, and build actionable insights (e.g., Tableau/Looker).

- Tools: Jira/Confluence, release management systems, device telemetry platforms; familiarity with Plume/OpenSync, CUJO DI, and prior experience working with vendors a plus.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.