Product Engineering Manager - Quincy, United States - Cogeco Inc.

Description

Our culture lifts you up-there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:

Regular

Job Description :

About Our Company

Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are 'Above And Beyonders', who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers' lives through connected and memorable experiences.

As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).

Why Work At Breezeline?

As one of the country's fast-growing Internet service providers, Breezeline offers our colleagues a vibrant workplace culture and excellent career opportunities. As a proudly diverse and inclusive organization, we believe that every person's unique individuality should be welcomed and celebrated, and their abilities and potential should be honored and recognized. It is a key part of our culture to actively promote opportunities internally to ensure that you are never static in your career with us.

Internal Values - How we act

We're proud that Breezeline is unlike any other employer in the industry. We work hard, but we never lose sight of the big picture. We understand that our colleagues are looking for more than just a great job - they want an extraordinary life - and at Breezeline, we want to make that a reality.

And here is how we do it.

Fun: We laugh a lot. It makes every day brighter, and if you don't love what you do, you're not doing it right.

Job flexibility: We think everything you do matters - at work and home.

Discounted services: We offer our customers some fantastic services, and we think you deserve to enjoy them in your home, too.

Total Rewards: Let's be honest, everyone wants to make a good salary. We offer attractive total rewards and a great culture to go along with it. We've got you and your family covered with one of the best packages in the business.

Career evolution: At Breezeline, you get more than just a job. You get all the tools you need to learn, grow, and achieve your career goals

Cutting-edge technology: Do you have a passion for technology? Great, we do, too. At Breezeline, you will get the opportunity to manage, influence, play, create, fix, and re-shape the industry.

Position Description

We currently require a creative, passionate & highly motivated Product Engineering Manager to support Breezline's Internet, Voice & Video product portfolio for Residential, Business & Bulk. The Manager role will help to assure quality throughout the lifecycle of Breezeline's products & support monitoring & management of a superior product experience.

Reporting up through the Product Director, the Product Engineering Manager, will be part of an energetic and dynamic product management team managing Internet, Voice & Video products across Residential, Business & Bulk markets and support continuous improvements, new product introductions, test planning & execution, operations and feedback loops.

The successful candidate will be responsible for collaborating with Product Management, PMO, Engineering, Operations to design and implement improved Quality Assurance structure, processes, automation and tools to manage quality assurance for new product introductions and change management for existing products (upgrades, improvements, retirements of CPE etc). This will require a holistic view and collaborative approach from test intake, test scheduling, resource planning, execution of functional and performance testing and release management planning to optimize product quality assurance.

Leveraging data, tools and feedback loops, this role will also be responsible for introducing rigor around measuring the impact of introducing changes to existing products and collaborating with teams to establish and monitor KPIs for product changes, support and escalations, with the goal of driving new efficiencies & improvements that will boost NPS and decrease call volume & truck rolls.

This role will manage QA direct and indirect management of QA and CPE testers. He/she will also manage a team of Integration Engineer(s) / Testers indirectly to plan & execute testing and work with internal and external stakeholders throughout the test/fix cycles. This will require new ways of thinking to deliver on improved cross-functional collaboration and increase customer satisfaction with our products and services. Understanding of software integration from our Application platforms related to customer experience, and Application security will also be critical.

This position requires the skills and personal traits to effectively work with external and internal constituencies to meet demanding goals while managing competing priorities. The successful candidate must work effectively with all levels and functions of a lean organization, and is comfortable evangelizing a process vision and proposing solutions. The successful candidate will have a solid understanding and knowledge of Internet, Voice & Video products, consumer premise equipment (CPE), software and technologies, quality assurance and process improvement methodologies with the ability to convey ideas to technical and non-technical audiences. You are equally comfortable driving complex projects strategically as well as tactically, and can influence without direct authority.

Responsibilities

Team Management

• Manage a Product Experience / QA Analyst directly to plan & manage measurements around testing & production support, using KPIs and feedback loops to identify efficiencies & improvements that will boost NPS and decrease call volume & truck rolls.
• Manage a team of Integration Engineer(s) / Testers indirectly to plan & execute testing and work with internal and external stakeholders throughout the test/fix cycles.

Quality Assurance Management

• Be an expert in quality assurance, DOCSIS and Fiber Engineering plant and equipment
• Be an expert in Internet, Voice & Video products, technologies & CPE.
• Be a product experience evangelist, promoting product knowledge across the organization.
• Collaborate with Product Management / Engineering on testing initiatives to support "New/ In-Life / EOL / MOL" stages of Product Roadmap,that support the company's objectives in profitability, sales, revenue & improved operations.
• Collaborate with internal & external stakeholders to design & implement an improved and more efficient quality assurance process for new products and product lifecycle. This will require a holistic view of quality assurance and the integration of process, people, automation, tools, and documentation to realize efficiencies, improve quality and optimize team communication.
• Interface with technology vendors on testing initiatives as needed

Product Experience

• Deliver on rigor, process and measurement of quality assurance, release management & production support to improve the product experience & deliver on KPIs to boost customer NPS.
• Improve internal communication between QA/CPE Labs, Tech Ops and ASG during QA process
• Establish measurements & methods of collecting data from feedback loops during product lifecycle and NPD - product forums, data, call drivers, trouble calls, operational challenges
• Support product roadmap development and assist in management of vendors and selection of products for testing
• Software and Application experience (Streaming video Apps, WiFi Management and Voice Apps)

Requirements:

Success in this role will require someone who is adept at working cross-functionally across all levels of a lean organization; comes to the table ready to identify solutions as well as challenges; can focus on delivering results that are relevant to the immediate needs of the business; is competitive, confident and humble; with practical and/or transferable relevant experience.

Specific requirements include:

• 5 or more years of quality assurance, product development or product technology responsibility.
• Experience in cable, telecom or related technology experience, testing or managing innovation products.
• Experience & understanding of Internet, Voice & Video products, technologies & CPE for Consumer, Business & Bulk customer segments.
• Experiencing interfacing with technology vendors.
• Knowledge of video solutions (QAM, IPTV)
• Knowledge of communications software & network solutions.
• Knowledge of WiFi technologies & solutions.
• Strong product and technology acumen with demonstrated experience in quality assurance
• Strong process redesign and workflow automation skills and experience
• Strong quantitative & qualitative skills, with the ability to translate customer, product, technology trends into insights driving actionable plans.
• Excellent interpersonal and influencing skills, with superior verbal & written communication skills.
• Bachelor's degree in Business or Technology, or equivalent mix of education and practical experience.

Benefits:

• Competitive salary
• Medical coverage (including prescription and vision plans)
• Dental coverage
• Life Insurance (1x salary at no cost to employee)
• Long and short-term disability insurance (no cost to employee)
• Voluntary employee, spousal, and child life insurance
• Company recognized Holidays with additional Floating Holidays
• Paid Time Off (PTO) programs
• Comprehensive Flex Work Policy
• 401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
• Participation in the Employee Bonus Plan
• Participation in the Cogeco Stock Purchase Plan
• Complimentary and discounted broadband services (for those in our service area)
• Tuition Reimbursement
• Headspace Membership
• Opportunities for LinkedIn Learning subscriptions for select colleagues

#LI-Hybrid

#LI-JS

Location :

Quincy, MA

Company :

Breezeline

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we're doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at